New Customer Video: On Great Digital Experiences and What they Want from Utility Websites

Posted by Ashley Nicholls on February 10, 2017 at 10:00 AM
How can you improve customer experiences, optimize operational processes, and enhance business models? 

Digital transformation.

Next week at AESP Nationals, we'll be presenting during an innovative session on digital transformation, and we thought we'd provide you with an appetizer of sorts this week.

When we're out in the world discussing the many challenges businesses are faced with today, we often hear the same laments (no matter the industry).

"We're trying to be more customer centric but this organization is just so damn siloed..."

"Our website... let's not even talk about it."

"We're not built for speed. We're trying to implement continuous improvement or PEX processes, but nothing happens fast around here."

Sound familiar?

Well we don't have all the answers and we can't solve every problem, but for businesses interested in change, innovation, excellence, and customer centricity, there is a common thread we're seeing.

A commitment to digital transformation.

The MIT Sloan School has identified 9 elements of Digital Transformation in a research study spanning the globe (the executive summary is really good, and we recommend you read it if this has sparked your interest), and they found no company, even those far advanced Digirati, who had fully realized all nine elements. 

But they found one thing that was clear. The best companies were combining digital activity with leadership to turn technology into transformation. 

To prepare their companies for a digital world.

One executive said: “We’ve realized that if we don’t transform the way we do business, we’re going to die. It’s not about changing the way we do technology but changing the way we do business.” 

So next week at AESP, we'll be talking about some specific elements of digital transformation that apply to the special circumstances of energy companies.

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How energy companies can specifically focus on some opportunities for enhance customer centricity and operational process improvements.

And we'll be highlighting 7 key lessons that you can bring back to your organization, no matter where you are on the spectrum of digital transformation, that will begin to move you towards being not just Digirati, but Energirati. 


Are you headed to AESP? Be sure to be at our talk on Wednesday at 1:30.

We'd love to talk to you about where you are on your digital journey, so stop by and see us during the evening networking session on Wednesday evening after our talk. We'll be keeping the conversation going and answering additional questions.

Not headed to AESP but curious to know more? Next week we'll be sharing our slidedeck, a new brief on Digital Transformation, and the full version of the customer video that we shared above. Check back.


Topics: Customer-Centric Marketing, Utility Communications, Data and Analytics, Digital Transformation and User Experience, Innovation, Marketing Strategy and Best Practices, Audience Segmentation