How Smooth is Your Utility Customer’s Experience?

Seamless Engagement Bridges Silos and Drives Customer Value

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To better understand how utilities are using digital tactics to improve residential customer engagement, Vlocity and Salesforce commissioned Utility Dive’s Brand Studio to survey energy professionals from across North America.

Read the report to delve into some of these findings:

More utilities are thinking about

customer journey-mapping to design

coherent consumer experiences

from end-to-end

Yet, only 20% of utilities currently offer a 

reliably seamless customer experience

as a customer moves between

communication channels

Fewer than 10% of utilities have begun to

explore engagement channels on more advanced technologies like live chats

or voice assistants

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