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June 5, 2018

The True Impact of a Data Breach

The threat of a data breach is impacting industries across the board. The security measures a company chooses to (or not to) take can have major implications on customer expectations, financial cost, and brand trust. Amidst the panic and misinformation circling the public, understanding the real impact of a data breach is critical to utility… Continue reading

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March 20, 2018

Following Millennials

There are currently an estimated 80 million millennials living in the United States. These millennials, individuals who fall between the ages of 13 and 36, are on track to account for over 30% of the U.S. population by 2020. This generation has earned a reputation for having a transforming impact on industries and for helping to… Continue reading

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February 20, 2018

Domo Arigato, Mr. Roboto: The Future of Chatbots

As Artificial Intelligence and Natural Language Processing continue to improve, chatbots have become increasingly prevalent in Business To Consumer settings. Not only does the chatbot help improve customer satisfaction, but it also provides cost efficiencies and secures companies as a forward-thinking and relevant business. In our infographic, we take a look at the statistics behind… Continue reading

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February 13, 2018

Are Your Utility Messages TCPA Compliant?

Maintaining regulatory and legislative compliance is more important for the utility industry than ever before. As customer communication trends continue to lean more digital, it is critical that utilities are able to reach clients via convenient but protected means. In the United States, utilities are bound by the Telephone Consumers Protection Act (TCPA) – which… Continue reading

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November 3, 2017

Plotting Your Customer Experience Course: Suggestions for Outage Maps

Utility maps have continued to grow in popularity and in necessity.  Outage maps allow utilities to save money and communicate conveniently, while simultaneously increasing customer satisfaction. Within the industry, 90% of utilities offer outage maps to their customers. Ensuring that these maps are built efficiently, offer the most relevant information, and are easily accessed by… Continue reading

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October 5, 2017

Top Trends in Customer Billing

Billing interactions are major touchpoints with customers and can be instrumental in either fostering or destroying goodwill. Most customers need to pay bills monthly, so it is important to make the transactions as easy and pain-free as possible. In order for a company to do this, it must first know its customers’ preferences and behaviors.… Continue reading

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