Medallia’s report outlines five key experience trends transforming the utilities industry: shifting from transactional to experience-driven models, integrating siloed feedback into holistic views, driving digital self-service to lower call volume and costs, increasing product and program engagement, and empowering employees as change catalysts. Utilities face challenges from regulatory pressure, rising costs, and customer expectations, which demand real-time feedback and actionable insights. By leveraging AI, analytics, and omnichannel data, utilities can reduce churn, improve satisfaction and operational efficiency, and create better outcomes for both customers and employees.

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