Thus far, utilities have been implementing a wide set of customer engagement applications to support specific business processes to deliver a superior Customer Experience (CX). Although they might be able to temporarily put out the fire created by increasingly challenging customer expectations, system integration complexities and a consequential subpar CX have led them to look in another direction.
Instead, they are now looking to support their operation with an IT landscape that enables a seamless CX. To do so, they rely on AI-driven systems of connectivity used to orchestrate core processes across systems of record and systems of engagement. In practical terms, this end-to-end approach will allow utilities to use key customer information to anticipate risks and generate omnichannel next-best actions to wow customers at every interaction.
Find in this e-book:
- Utilities’ challenges that create the need for an upgraded IT landscape.
- Systems of record, systems of connectivity, and systems of engagement: Utilities’ IT Iceberg.
- A modern solution that helps utilities see the iceberg from miles away.
- The cognitive platform for elite utilities.