The energy industry is changing. Today, more than half of the United States offers some sort of deregulated energy, be it electricity, gas, or both. With more than 228 million Americans having the power to choose where their energy comes from, providers need to do all they can to stay competitive and reduce customer churn.

Based on trends in the market space, it’s become clear that understanding customer acquisition and retention will define how energy suppliers keep the lights on. But how do suppliers achieve this while still controlling costs and remaining profitable?

A deep dive into the critical imperatives that businesses must follow to make sure they can acquire new customers, turn them into repeat buyers and retain them for the long haul.

There are many lessons learned from the last year. Every single industry was disrupted and struggled to add, service and retain customers. Traditional models of Customer Care failed and left Brands scrambling to maintain some semblance of operations while trying to keep the relationship with customers healthy. What did we uncover from this experience? That our tried-and-true systems of customer experience management are much more vulnerable than we thought. Leading Brands are looking at every aspect of the CX model and implementing new strategies to futureproof their ability to serve customers.

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