Abstract
With the continued customer‐centric focus of companies such as Amazon, Apple, Zappos, Netflix, and USAA, customers have come to expect the same personalized and world‐class service from all their service providers, including energy utilities. Today's utilities are expected to do more for their customers than just provide safe and reliable service. Customers are demanding more information about their bills, usage, and new programs to reduce energy usage and costs and want highly functional, easy‐to‐use digital platforms to interact with. While utilities have made efforts to increase customer experience in recent years, they continue to lag behind other industries and sectors on overall customer satisfaction and digital customer experience (i.e., ease of use).
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