According to Wikipedia, “Utility is usefulness, the ability of something to satisfy needs or wants.” Yet for many utilities sector customers, including those for services like electricity, gas, and water, the wikipedia definition of the word utility may not be one they’d use in describing their Customer Experience (CX). Too often, the CX for Utilities is complex, disjointed and time-consuming, making it difficult to satisfy customers’ needs. There is good news....

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