Cognizant Business Consulting
Helping organizations engage people and uncover insight from data to shape the products, services and experiences they offer
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  • Working to reshape business models, modernize products and enhance customer experiences to drive growth.
  • Reinventing and managing your most essential business processes with new ways of working.
  • Simplifying, modernizing and securing the IT infrastructure and applications that are the backbone of your business.
Cognizant Business Consulting
Helping organizations engage people and uncover insight from data to shape the products, services and experiences they offer
Learn More

Customer Experience Management

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A Proven Partner for Delivering World-Class Customer Experience.

Change is sweeping across the utility industry. Technology advancements, such as smart grids and changing customer behaviors are creating new opportunities for customer engagement and transformation of customer service. We combine a deep understanding of the utility-customer relationship, technology expertise and experience managing business technology transformations in the utility industries that help clients meet their dual mandate of world-class customer experience and optimizing cost-to-serve.

CAPABILITIES

Our customer experience platform is the outcome of our work with utilities recognized for delivering exceptional customer experience. It addresses customer experiences across all touch points, including customer acquisition, billing, payment, collections, service orders, energy programs, inquiries and complaints and outage communications.

Utilities that operate in regulated and deregulated markets face a wide range of challenges, which this integrated offering addresses. The solution can use social media for customer engagement and provide personalization in services and marketing. It ensures seamless experience and provides self-service across channels, thus enabling increasingly mobile customers with convenient access to information. This provides marketing teams with greater control over the rollout of customer engagement initiatives.

Business & Technology Consulting

Customer experience management is recasting the utility‑customer relationship. A successful transformation of customer experience requires careful consideration of several aspects such as new channel adoption, multi-channel communication and personalization. We are a trusted business advisor to utilities seeking to build a world-class customer experience.

  • Digital Maturity Assessment
  • Digital Transformation Roadmap
  • Customer Journey Definition
  • Enterprise Architecture Definition
  • Product Evaluation
MORE SERVICES

Social

Social media has demonstrated significant promise for customer engagement, with proven success in areas such as outage communications, community building and customer education. Through our experiences and investments in solutions such as our Social Command Center, we have built strong capabilities that can help utilities leverage social media for customer experience management.

  • Social Roadmap Definition
  • Social Sentiment Monitoring and Analysis
  • Social Integration
  • Social Community Management
MORE SERVICES

Mobility

As consumer device technology evolves and becomes more widespread, so do the corresponding opportunities for customer engagement. There is a multitude of options for improving customer experience through the use of mobile. Cognizant has the capabilities to help utilities leverage the mobile channel to the fullest, while also maximizing synergies with other channels.

  • Mobile Application Development
  • Enterprise Mobile Strategy and Roadmap
  • Mobile Platform Testing
  • Mobile Enablement (RESS, RWD, Adaptive)
MORE SERVICES

Content

Your customers are empowered by information and seek rich interaction across channels. We can help you move beyond simply managing content for a single channel to managing and delivering digital content across multiple channels thus creating a brand enhancing experience.

  • Content Management
  • Content Authoring, White Labeling
  • Content Creation
  • Content Publishing
MORE SERVICES

User Experience

The adoption of new channels such as mobility and social media is accompanied by the challenges of creating a consistently high quality digital experience across multiple channels. Our User Experience capabilities can help enforce brand consistency and create an immersive user experience.

  • UX & Branding Strategy
  • Information Architecture
  • Personalization & Content Targeting
  • High Fidelity Visual Design
  • Campaign Management
  • SEO and Web Analytics
MORE SERVICES

Analytics

A key enabler of improved customer experience is customer insight. Deeper insight into customers is a pre-requisite for personalization and targeted delivery of communications, products and services. We can help you define the big picture and implement your vision.

  • BI Strategy and Roadmap
  • Enterprise Information Management
  • Digital Analytics
  • Customer Analytics
MORE SERVICES
  • CONSULTING
  • Business & Technology Consulting

    Customer experience management is recasting the utility‑customer relationship. A successful transformation of customer experience requires careful consideration of several aspects such as new channel adoption, multi-channel communication and personalization. We are a trusted business advisor to utilities seeking to build a world-class customer experience.

    • Digital Maturity Assessment
    • Digital Transformation Roadmap
    • Customer Journey Definition
    • Enterprise Architecture Definition
    • Product Evaluation
    MORE SERVICES
  • SOCIAL
  • Social

    Social media has demonstrated significant promise for customer engagement, with proven success in areas such as outage communications, community building and customer education. Through our experiences and investments in solutions such as our Social Command Center, we have built strong capabilities that can help utilities leverage social media for customer experience management.

    • Social Roadmap Definition
    • Social Sentiment Monitoring and Analysis
    • Social Integration
    • Social Community Management
    MORE SERVICES
  • MOBILITY
  • Mobility

    As consumer device technology evolves and becomes more widespread, so do the corresponding opportunities for customer engagement. There is a multitude of options for improving customer experience through the use of mobile. Cognizant has the capabilities to help utilities leverage the mobile channel to the fullest, while also maximizing synergies with other channels.

    • Mobile Application Development
    • Enterprise Mobile Strategy and Roadmap
    • Mobile Platform Testing
    • Mobile Enablement (RESS, RWD, Adaptive)
    MORE SERVICES
  • CONTENT
  • Content

    Your customers are empowered by information and seek rich interaction across channels. We can help you move beyond simply managing content for a single channel to managing and delivering digital content across multiple channels thus creating a brand enhancing experience.

    • Content Management
    • Content Authoring, White Labeling
    • Content Creation
    • Content Publishing
    MORE SERVICES
  • USER EXPERIENCE
  • User Experience

    The adoption of new channels such as mobility and social media is accompanied by the challenges of creating a consistently high quality digital experience across multiple channels. Our User Experience capabilities can help enforce brand consistency and create an immersive user experience.

    • UX & Branding Strategy
    • Information Architecture
    • Personalization & Content Targeting
    • High Fidelity Visual Design
    • Campaign Management
    • SEO and Web Analytics
    MORE SERVICES
  • ANALYTICS
  • Analytics

    A key enabler of improved customer experience is customer insight. Deeper insight into customers is a pre-requisite for personalization and targeted delivery of communications, products and services. We can help you define the big picture and implement your vision.

    • BI Strategy and Roadmap
    • Enterprise Information Management
    • Digital Analytics
    • Customer Analytics
    MORE SERVICES

RESOURCES

Case Study: Superior Customer Experience for a leading Energy Retailer

For a leading energy retailer in the UK, Cognizant transformed the existing online channel that provided only basic self-service. We helped establish a consistent user experience across channels, extensive self-serve features and seamless integration with backend systems, resulting in increased online adoption, an improved Net Promoter Score and optimized cost-to-serve.

Case Study: Redefining Customer Experience for a top North American Utility

For a large provider of electricity in the U.S., Cognizant delivered an online and mobile channel that provides a seamless user experience through responsive web design. We also enabled content authoring and publishing capability for business user; and provided comprehensive digital application testing services across multiple channels using our mobile test lab.

Social Media for Utilities: Developing a Satisfying Customer Experience

By creating a dynamic and responsive social media presence, utilities can enhance customer interaction and influence key decisions, turning dissatisfied consumers into advocates.

Lifecycle Stage Assessment: A Framework for Improving Adoption of Web Self‑Service

Online programs have lifecycles stages and slowly lose their ability to provide incremental value to customers. This paper reveals how online adoption of products and services can be improved using a lifecycle stage assessment.

Understand, Empower and Serve Your Customers Better

A joint PennEnergy/Cognizant Survey Report on the challenges and opportunities confronting customer service in the utilities industry.

Improving Responsiveness through RESS

We outline how a responsive website can enable a consistent and rich web-based experience across PCs, smartphones, tablets, set-top boxes and smart TVs, improving sales, conversion rates and overall satisfaction.

Customer Experience Management Solutions | Cognizant Technology Solutions