Check out an article written by Ceatro’s Cynthia White in 2009: Improving the Customer Experience Through Self-Service
“Most utilities have not kept pace with self-service technologies and customers’ changing expectations. If not addressed quickly, the gap between expectations and experience will grow further. To complete this transition effectively and efficiently, utilities must better understand customer needs, analyze the business benefits of moving to self-service and develop a pragmatic implementation plan that builds sustainable self-service.”