Utilities

Until a few years ago, utilities companies based their competitive strategy on providing services at increasingly low prices, ensuring greater security, continuity, and reliability, as well as progressive ease of access and use for the end user, traditionally considered a rather passive player. Today, the Utilities are at a radical turning point, and this strategy is no longer enough. The focus has radically shifted to important issues such as sustainability, responsibility towards the environment, transparency, attention to the individual customer, and digitization. Companies in this sector must implement a radical change of strategy, starting with a new digital culture and an understanding of its dynamics. In this context, digital technologies are able to provide Utilities with tools to respond to new

market needs and to interact with individual customers in the most effective way possible, where they are considered an active player involved in the actions and communications of the company itself. Today’s customers need integrated, innovative, and simple solutions that make it easier to use the service itself and companies that put it at the center of activities and communications. This is why it is essential to start with communication and create tailor-made messages, addressing the customer by name, bearing in mind its history and characteristics. To offer, therefore, the best customer care possible: personalized customer care. In this way, it is possible to achieve the best results in terms of engagement and loyalty and significantly reduce customer churn.