What does reducing customer friction look like for my company?

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Demystifying Common Customer Journeys in Utilities

Understand the path your customers go through to accomplish a task through Journey Mapping
Case Study

What’s inside?

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.

The focus of this paper is to:

  • Share common customer journeys (across and within specific industries)
  • Offer some considerations that may help in planning these journeys
  • Suggest common KPIs that will help measure success
  • Provide examples of companies that have figured it out

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