Itineris sponsor at EUCI conference
5th Annual CIS for Utilities
August 25-26, 2015 – New Orleans, LA
Today’s utility customers expect similar treatment and choices to what they receive from other non-utility service providers, such as:
- Mobile applications that allow instant access and analysis of their bill
- Automatic one-touch transactions for bill payment
- New customer activities
- Services selection
- Energy control choices
As the utility industry evolves and the “millennial generation” become household budget decision-makers, traditional utility customer touch-points will expand and become more important to all stakeholders.
The CIS of both today and the future must be flexible and adaptive to accommodate the habits of these decision-makers, who are often less accepting of traditional CIS methods that worked with prior generations of consumers. Utilities are responding accordingly, as they are seeing an increase in residential and business customers giving steadily improving ratings for customer care functions such as billing, payment and call centers. A big part of this success has been their leveraging of the extensive data that are now available through CIS/CRM systems, which increases the level of self-management information and functionality and correlates with improved customer satisfaction levels for utilities. Even so, utilities need to be able to interact with customers in a manner consistent with fluid regulatory and customer expectations. And, in order to do this, they need to invest in more robust CIS capabilities.
EUCI’s 5th annual CIS conference will bring together thought-leaders among utilities, industry experts and solution providers, who will take a deep dive into the issues, pain points and resolutions around CIS. The takeaways will further inform utilities on how to define a CIS strategy that can accommodate the customer of today and the future.