2020 Digital Experience Benchmarks

Utilities are using an average of 5.6 channels to serve customers, with live chat, chatbots and virtual assistants projected to experience the most growth. This report presents findings from Chartwell’s 2020 Digital Experience Industry Benchmark Survey, including information on omnichannel, how customers use websites and mobile apps, customer engagement through MyAccount and social customer care.


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customer engagement digital experience dx mobile apps