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Utilities must adopt a horizontal view to save customer relationships

PA's Craig Rintoul, energy and utilities expert, is quoted in an article in Greentech Media. The article highlights findings from a recent PA whitepaper on the customer experience in the utility sector.

Commenting on this topic, Craig states: People know who their utility is. They typically have a good relationship, so the opportunity is now to move into further services by leveraging that existing brand.”

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Craig continues: “For some utilities, the idea of offering a host of new services in every home and small business sounds overwhelming. But they don’t have to do it all themselves. They can choose to partner with companies that have core competencies they don’t have.”

Craig concludes: “The customer experience has accelerated in other industries, and now it’s time for the utility to catch up.”  


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