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A practical roadmap for energy and gas providers across Asia-Pacific
Most utilities are still relying on surveys to measure customer experience. But in today’s market—where customers churn over pricing confusion, governments demand better hardship support, and expectations are rising fast—that’s not enough.
This paper breaks down the three stages of CX maturity for utility providers and shows you how Integrated CX helps you:
- Move from reactive reporting to real-time action
- Predict churn and hardship before they happen
- Connect customer signals across surveys, call centres, billing systems, and complaints
- Communicate pricing and service changes with clarity and confidence
Inside the paper:
- What Stage 1, 2, and 3 maturity really look like
- How leaders like Synergy and AboitizPower are using Integrated CX to improve retention and readiness
- The cost of standing still—and the payoff of moving forward
No matter where your program is today, there’s a next step. And Integrated CX can take you there.
