Optimising customer journeys in energy retail utility week | Thunderhead report


Customer journeys are changing. Engagement – and an optimized customer journey – may be core to business success in the retail world, but do utilities really understand what this means?

Can they break out of their public sector past to give customers the service they expect as Virgin Atlantic or Amazon would?
Many organisations have a dated view of the term “customer journey”. Journeys used to be directed by companies. But now, customers are firmly in the driving seat.
What does this mean for how energy retailers engage customers, and improve their experiences?

And how does an improved customer journey benefit the bottom line?
This Insight Report from Utility Week, in association with Thunderhead, explores how companies inside and outside of the energy sector are taking on the challenge of changing customer expectations, how they can improve customer journeys, and the role customer engagement plays in their growth plans.