Summary
Forrester’s US Customer Experience Index (CX Index™) now examines customer experience (CX) in the utilities industry. That’s important for utilities because CX quality influences how likely customers are to follow a utility’s guidance, seek its expertise, sign up for its optional services, and advocate for it. This report reveals the complete rankings of 25 utilities, which channels perform best for them, and the key drivers of great CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.
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