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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.
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.
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.
By creating a dynamic and responsive social media presence, utilities can enhance customer interaction and influence key decisions, turning dissatisfied consumers into advocates.
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.
A joint PennEnergy/Cognizant Survey Report on the challenges and opportunities confronting customer service in the utilities industry.
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.