Challenges and Customer Experience in Utilities

Leslie P. Willcocks (), John Hindle (), Matt Stanton () and John Smith ()

Chapter Chapter 10 in Maximizing Value with Automation and Digital Transformation, 2024, pp 77-83 from Springer

Abstract: Abstract Few industries have been as buffeted by change over the past 25 years as utilities. Industry restructuring, globalisation, deregulation, and digital technologies have up-ended a traditionally comfortable, almost leisurely operating model: regulated monopoly, vertically integrated supply, predictable demand, long service lifecycles, and highly commoditised products.

Date: 2024
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DOI: 10.1007/978-3-031-46569-7_10

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