The Blueprint for CX Success in Energy & Utilities

Today’s Energy and Utilities (E&U) providers face many challenges when it comes to securing and maintaining a strong, loyal customer base. 

Even industry giants struggle to keep up with evolving customer needs and demands, especially as consumers continue to grow more engaged and informed than ever before. And, just as new technology is always making waves in the working world, new tech is also becoming available to customers – and with it, new expectations, like how consumers are increasingly looking for providers that share their environmentally-aware values.

To navigate these challenges and create an ideal blueprint for CX success, E&U providers must strike a balance between grounded authenticity and extraordinary innovation.

Environmental awareness, communication, and inclusivity

Let’s address consumers’ recent need to find providers that match their personal values. Most companies are already taking on green initiatives or are actually already meeting the needs of most consumers but end up missing out on customer relationships because that information simply isn’t well-communicated. 

To solve this, we recommend a proactive, communicative approach, where both potential and established customers are given easy access to information they might find relevant, allowing them to see an organization’s strengths with ease.

Special attention should be paid to communication in general, as every point of contact could be instrumental in determining the trajectory of a provider-customer relationship. The power of new technology and digital literacy gives consumers more opportunities to absorb information, so smart providers should be putting out information in response.

But this also means consumers can quickly become overwhelmed or confused. To mitigate this, discerning providers should devote expert focus to ensuring that their messaging is not only helpful and factual, but also easy to understand and broadly accessible. 

A successful E&U provider understands that human connection, clarity, and sincerity are essential parts of the toolkit for success. 

Agile planning, tech integration, and personalization

In order to make the most of a good plan, one must first decide how the planning is actually going to work. That may sound like planning about planning, which seems silly, but agile methodologies that emphasize consistent check-ins, adjustments, and flexibility tend to produce effective and adaptive results. 

Customers will notice the difference, even if they don’t think of it as agile methodology, because the service they receive ends up more thoughtful and efficient. 

The integration of new technologies can also be extremely useful here, whether it’s updates to classic methods, or new horizons like AI. Chatbots and other digital tools can boost providers’ efficiency, by freeing up time for human agents to handle more complex inquiries, resulting in greater coverage for all of an organization’s CX needs – which, in turn, leads to more resources and time available, for the company to focus on core competencies.

As with environmental awareness, however, it’s not enough to just do the right thing – providers need to be able to show their customers that it’s actually happening. 

One of the best ways to communicate what’s going on behind the scenes is to demonstrate it: using AI and adaptive planning to bring consumers only the most relevant and helpful information, tailor-made recommendations, and proactive solutions shows them that the provider is working hard for their benefit. 

An exceptional E&U provider knows that innovation and adaptability are key; and that the only way for people to hear about it, is if you let them know.

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Japan

HEAD OFFICE

Kanto Head Office

Odakyu Southern Tower 16F 2-2-1 Yoyogi, Shibuya-ku, Tokyo 151-8583

*with our parent company, Relia

BRANCH OFFICE

Hokkaido Branch

Sapporo Sosei Square 1-6 Kita-Ichijo Nishi, Chuo-ku, Sapporo-shi, Hokkaido 060-0001

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Tohoku Branch

Sendai Honcho Bldg 2-3-10 Honcho, Aoba-ku, Sendai-shi, Miyagi2-3-10 Honcho, Aoba-ku, Sendai-shi, Miyagi 980-0014

*with our parent company, Relia

 

Chubu Branch

Nagoya Lucent Tower 6-1 Ushijima-cho, Nishi-ku, Nagoya-shi, Aichi 451-6007

*with our parent company, Relia

Kansai Branch

Harvis ENT Office Tower 2-2-22 Umeda, Kita-ku, Osaka-shi, Osaka-shi, Osaka 530-0001

*with our parent company, Relia

Chugoku & Shikoku Branch

Hiroshima Diamond Bldg 7-19 Hondori, Naka-ku, Hiroshima-shi, Hiroshima 730-0035

*with our parent company, Relia

Kyushu Branch

Tenjin Twin Bldg 1-6-8 Tenjin, Chuo-ku, Fukuoka-shi, Fukuoka 810-0001

*with our parent company, Relia

Okinawa Branch

Naha Shintoshin Media Bldg East 1-3-31 Omoromachi, Naha-shi, Okinawa 900-0006

*with our parent company, Relia

OPERATION CENTER

Sapporo Center

ORE Sapporo Bldg 1-1-7 Kitanijo Nishi, Chuo-ku, Sapporo-shi, Hokkaido 060-0002

*with our parent company, Relia

 

Sapporo-Kita Center

Sapporo Kita Bldg 2-8-1 Kita-Shichijo Nishi, Kita-ku, Sapporo-shi, Hokkaido 060-0807

 

 

Sapporo Mega Center

Maruit Sapporo Bldg 1-1 Kita Nijo Nishi, Chuo-ku, Sapporo-shi, Hokkaido 060-0002

 

Sapporo IT Front Center

Sapporo IT Front Bldg 15-28-196 Kita-kujo Nishi, Chuo-ku, Sapporo-shi, Hokkaido 060-0009

China

DALIAN

Room 502, Building 23, Dalian Software Park, No. 40 Software Park East Road, Dalian High-tech Park, Liaoning Province

*with our parent company, Relia

Thailand

BANGKOK

3rd Floor, Siripinyo Bldg, 475 Sri-Ayudthaya Rd, Thanon Phayathai, Rajthevee, Bangkok, 10400 Thailand

*with our parent company, Relia

Vietnam

HANOI

Floor 10, Detech II building, 107 Nguyen Phong Sac Street, Dich Vong Hau Ward, Cau Giay District, Ha Noi, Viet Nam

*with our parent company, Relia

HO CHI MINH

222-226 Hoang Hoa Tham, Ward 12, Tan Binh District, HCMC, Vietnam

*with our parent company, Relia

Philippines

PASIG CITY

Robinsons Cyberscape Alpha

5F Robinsons Cyberscape Alpha
Sapphire and Garnet Roads
Ortigas Center, Pasig City 1600
Metro Manila

Robinsons Cyberscape Beta

23F Robinsons Cyberscape Beta, Topaz and Ruby Roads, Ortigas Center, Pasig, Metro Manila

MAKATI CITY

Global Headquarters

6F LV Locsin Building
6752 Ayala corner Makati Avenues
Makati City 1200
Metro Manila

 

Insular Life Building

Ayala cor. Paseo de Roxas Avenues
Makati City 1209
Metro Manila

 

QUEZON CITY

Mega One Building
España Boulevard corner Mayon Street
Quezon City 4329
Metro Manila

 

Jackman Plaza Muñoz
4th Floor, 1038 Epifanio de los Santos Ave, Bago Bantay, Quezon City 1105, Metro Manila

MANDALUYONG CITY

Mandaluyong

418 Domingo Guevara corner Arayat Streets,
Mandaluyong City 1550
Metro Manila

ILOILO CITY

Molo

2F Iloilo Supermart Building,
San Jose corner Avanceña Streets,
Molo, Iloilo City 5000

DUMAGUETE CITY

LP Information Technology Park
Jose Romero Sr. Street, Bagacay
Dumaguete City, Negros Oriental 6200

Australia

SYDNEY

Suite 3, Level 27

Governor Macquarie Tower
1 Farrer Place
Sydney NSW 2000 Australia

Romania

BUCHAREST

Headquarters

3 Avrig Street, First Floor, District 2, 021571 Bucharest, Romania

*with our partner, Global Remote Services

PIATRA NEAMT

Office

11 Republicii Boulevard,
610005 Piatra Neamt, Neamt County

*with our partner, Global Remote Services

SUCEAVA

Office

Str. Narciselor, nr. 33, Suceava, Jud. Suceava

*with our partner, Global Remote Services

Nicaragua

MANAGUA

Invercasa

Centro Financiero Invercasa Torre 2,
4to Piso, Managua

Cobirsa

2nd floor, Edificio Cobirsa I, KM 6 1/2 Carretera A Masaya, Plaza Santo Domingo, Managua

 

United States

COEUR D’ALENE

Coeur d’Alene

Silver Lake Mall,
200 W Hanley Avenue,
Coeur d’Alene, ID 83815

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