New Customer Experience Concept: Data, Interactivity & Personalization

How forward‑thinking utilities turn data into loyalty (and revenue)

Rising energy prices and fast‑changing customer expectations demand a new kind of Customer Experience. In this concise guide you’ll see how best‑in‑class utilities use real‑time data, two‑way digital interactions and hyper‑personalized content to deepen relationships—while protecting the bottom line.

What you’ll get inside

• Market reality in numbers: 70 % of utility customers now prefer digital channels for interactions 
• The three CX pillars—Data, Interactivity, Personalization—explained with utility‑specific examples 
• ROI snapshot: +15 % customer satisfaction (J.D. Power), +10 % retention & +12 % CLV (Accenture), 5‑10 % revenue lift (McKinsey) 
• Personalized video spotlight: transform bills into interactive experiences that cut churn and reduce support calls