2020 Customer Experience Industry Benchmarks

According to Chartwell research, ease of doing business is the most influential factor in utility customer experience (CX). Utilities are employing many strategies to make processes easier and more satisfying for customers, including creating omnichannel strategies and employing journey mapping, VOC and analytics to improve processes. This report presents findings on the industry’s approach to proving good customer experiences from Chartwell’s 2019 Customer Experience Industry Benchmarks Survey, other Chartwell research and industry sources.


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2020 benchmarks analytics cx journey mapping VOC