About the session
For utilities to succeed in a service and experience-driven market, they must develop their capabilities beyond the mere delivery of products. They must understand how customer life style choices, health, cultural background, hobbies and appetite for new technology impact the way they need to consume these products, and also how they like to be communicated with.
This understanding is all the more important in a fraught political environment, reflecting and exacerbating mistrust in utilities.
How can utilities develop this nuanced understanding of their customers and develop new ways of delivering for them?
