The global energy landscape is in the midst of a significant transformation, driven by factors like decarbonization, decentralization and digitalization. Amidst these changes, German utilities are facing the challenge of accumulated CX debt and the urgent need to redefine their customer experience.
Publicis Sapient’s "2024 Energy CX Barometer Germany" report delves into the evolution of leading German utilities to meet the shifting demands of customers. It highlights key strategies including personalizing services, embracing sustainability, eliminating outdated experiences and implementing a mobile-first, omnichannel approach. The report also pinpoints six critical areas for CX transformation, equipping utilities to reduce customer churn and boost loyalty.
