What does reducing customer friction look like for my company?


Utilities come standard. Your customer experience doesn’t have to be.

Utilities often have exclusive rights to serve customers in specific geographical service territories, so it’s tempting to think CX isn’t as important.

According to research from Capgemini, however, 73% of utility customers would be willing to spend more in exchange for a better experience. Research from IDC suggests that utilities suffer from lower CX scores than other industries. The good news is that lukewarm satisfaction ratings can be easily rectified, and the solution will save the company money.

Utilities have a tremendous opportunity for digital containment when digital and self-serve experiences are easy, intuitive, and satisfying.

It starts with BryterCX.

Proven ROI for Utility Companies

BryterCX partners with clients to deliver customer-delighting, company-revolutionizing results with IRISTM, our journey management solution. With IRISTM, you get the insights you need to create meaningful human experiences and win customers for life. With our solution, companies typical experience:

  • Customer churn reduced by 20%
  • Customer satisfaction increased by 25%
  • Operational costs reduced by 20%

According to a Forrester report we’ve helped industry leaders achieve over 300% ROI from their journey management investment with BryterCX. Total benefits generated over a 3 year period also include:

  • $4.6M – Revenue retention
  • $5.8M – Cost savings from reduced and avoided contacts
  • $12.2M – Cost savings from most efficient contact channel use

The Solution for CX Transformation

The IRISTM platform provides visibility into the true end to-end customer journey across channels. Through machine learning, this AI breakthrough allows you to discover journey insights and opportunities with ease. IRISTM uses proprietary journey scores and patented technology, giving you simple visual metrics and alerts to effortlessly measure, monitor, and manage the health of your journeys. IRISTM works efficiently with aggregated data, even from previously siloed sources, giving you a fast, complete and accurate picture of your customer journeys.

The Investment

With IRISTM, your average investment of less than $0.15 per customer per year will make it possible to:

  • Reduce calls to contact centers
  • Reduce truck rolls
  • Increase service/operational delivery precision
  • Develop predictive models for payment arrangements to reduce write-offs
  • Improve customer satisfaction through e-bill enrollment, proactive outage communications, payment arrangements, and start/stop/move/transfer services

Companies that connect siloed, fragmented data to create an omnichannel view of true customer experience can do this and more.

A Seamless Experience

Amplified expectations require innovation, and organizations in the utilities industry have the opportunity to create outstanding human experience through the power of CX.

Set out on the path to Customer Journey Management Maturity to harness the full potential of a customer-centric approach.

Want to supercharge your journey management efforts?

Start with this resource on “Demystifying Common Journeys”. Utility companies that understand the path their customers go through to accomplish a task and are able to apply journey mapping to create a visual representation of the desired path that they want their customers to experience are one step closer to complete CX illumination.

Learn how three of our clients solidified their position in the top 10 of all US utility providers based on CSAT and NPS scores.

Utility Case Study: Discontinue Service


A North American utility company with over 20 million customers wanted to simplify cross-channel customer journeys in order to reduce costs.

Mapping the Customer Journey:

BryterCX identified which journeys led to costly agent interactions, and we discovered that a majority of customers contact the utility company to find out balance information, hear payment and billing history, and make payments, even though a host of self-service options were offered.

We focused on key customer journeys, including Payments, Payment History, and Payment Extension Plans. In doing so, we discovered that a large percentage of customers could not be digitally authenticated. Key findings pointed to recognition errors that required tuning at specific departure points and business rule refinement to simplify processes across Web, IVR, Mobile and Agent channels.


  • 20% reduction in payment extension plan business rules
  • 17% reduction in agent transfers from self-service channels
  • Improved IVR self-serve and authentication rate to highest levels in company history
  • Reduced calls to the call center by 8%
  • Maintained industry-leading CSAT

Ready to learn more?

Achieve customer experience excellence with the customer journey experts at BryterCX.

Request Demo

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