Consumer Journey: Digital Engagement in Utility Services PPT

This PPT slide, part of the 46-slide Digital Transformation in Utilities PowerPoint presentation, outlines a typical day in the life of a consumer named Mike, focusing on his interactions with digital consumer services provided by his utility company. It is structured into 5 key stages: Discover, Sign-up, Use, Pay, and Resolve, each detailing Mike's experiences and the corresponding digital solutions.

In the Discover phase, Mike learns about a new program through a YouTube video shared by his daughter, indicating the importance of social media in consumer awareness. He then visits the utility's website to sign up for an online portal, which simplifies his usage management. This highlights the necessity for utilities to have user-friendly digital platforms.

During the Sign-up stage, Mike provides information about his home and preferences, which allows the utility to tailor its offerings. This customization is crucial for enhancing user experience and ensuring customer satisfaction.

In the Use phase, Mike opts to receive SMS notifications about demand response events, showcasing his desire for proactive communication. However, he later decides to opt-out of these messages, reflecting the need for utilities to respect customer preferences and provide easy opt-out options.

The Pay section illustrates Mike's choice to use auto-pay, emphasizing the convenience of automated billing processes. He receives confirmation emails, which are essential for transparency and trust.

Finally, in the Resolve stage, Mike receives an email prompting him to check his usage, demonstrating the importance of ongoing engagement and feedback mechanisms. His actions reveal a need for real-time insights into energy consumption, especially during fluctuating weather conditions.

Overall, this slide underscores the significance of digital solutions in enhancing customer experience and engagement throughout the consumer journey.

This slide is part of the Digital Transformation in Utilities PowerPoint presentation.

The Affinity Consulting Partnership is a global powerhouse of experienced consultants, specializing in technology and digital-driven change.

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Digital Transformation Energy Industry Utilities Industry Customer Experience Customer Satisfaction User Experience Feedback

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