New Account Site Feedback
search

2023 Digital Experience Benchmarks

View Resource

The results of Chartwell’s 2023 Digital Experience Industry Survey include 41 responses from electric, gas and combination utilities in the United States and Canada with a total customer base of more than 85 million. The survey covers a variety of topics about customer service over digital channels, including digital channel offerings, resources devoted to digital channels, omnichannel, MyAccount, website self-service and social customer care.

CONTINUE READING

  • To continue reading this research piece, please login using your Chartwell credentials and click the “View Resource” button.
  • If you do not have login credentials, click here to connect with Tim Herrick about Chartwell Membership.
digital channels digital experience dx omnichannel self-service social media

You may also like

Webinar
Empowering Customer Connections: Utility Leaders OG&E and SCE’s Digital Strategies

During this webinar, we will learn about the journey 2…
Case Study
Tacoma Public Utilities Modernizes the Utility Experience

Tacoma Public Utilities (TPU) recognized the need for transformation when…
Case Study
BGE’s Influencer Campaign Shines Light on Energy Efficiency

For more than a decade, Baltimore Gas and Electric Company…
Case Study
Exelon Digitizes Processes to Put Initiative in Customers’ Hands

Account adjustments and service changes can result in tension for…