The customer service landscape is rapidly transforming, propelled by technological advancements and growing consumer demands. As utility providers shift toward mobile and application-centric customer service strategies, they face challenges in meeting the evolving expectations of their business clients. They should leverage customer service management (CSM) platforms and AI-driven solutions to deliver seamless, personalized experiences for end consumers. Adapting to this landscape demands agility and a tech-savvy approach to integrating advanced technologies, automating workflows, and ensuring data-driven decision-making to remain competitive.

In this report, Rakesh Patni from IDC explores the impact of these evolving customer service dynamics on utilities providers. He delves into the pivotal role of CSM platforms and AI-driven technologies in transforming customer engagement, and offers actionable insights for utilities seeking to optimize their customer service strategies, and enhance the effectiveness of their CSM initiatives.