Utility providers worldwide are facing unprecedented challenges. Their focus during the early stages of the disruption was adjusting to new operating models in order to achieve business continuity – contact centres have closed and care operations have shifted to remote working models, customer experience is being reimagined, and digital operations are being enhanced in order to stay connected to consumers.
It’s now a critical time to re-evaluate your customer service strategy in the medium and long term. Digital transformation, once considered disruptive and high risk, is now essential. As the weeks go by, consumers and advisors are expected to adopt messaging as their preferred means of communication, a new normal that needs to be planned for. But what is the long term strategy to operationalise this shift? How do utility providers plan and prepare for what their businesses will look like?
Join LivePerson and several senior retail leaders to explore how the world’s leading brands are scaling their messaging, AI and automation capabilities to support their customers across the entire lifecycle. We’ll also discuss how brands can stand up operational excellence as part of their conversational strategy, for every aspect of their digital interactions.