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Global Utilities Consumer Trends Report 2021


How energy providers can address the changing needs of customers

Energy providers are facing a major shift in customer expectations over the next decade. The bar is continually being raised for digital experiences, and customers expect a commitment from companies they engage with to strive to do better.

Today, there is a major disconnect between what customers want - direct contact, proactive communication, better support - and what providers are seen to generally offer: a functional utilities service.

This report explores how energy providers can:

  • Contribute to a better planet
  • Personalize customer interactions
  • Ease the financial energy burden
  • Be prepared for the future of energy in a changing world

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