Energy & Communications
Average annual churn of 21% is eroding profitability and weakening market position
One in five customers switch providers every year — while 65% of customer service leaders face growing pressure to improve self-service resolution
One of the reasons why Energy & Communications companies experience high churn:
Customers still can't reach the right expert at the right time - when it matters most. High churn rates are often attributed to factors such as poor customer service, complex billing systems, and inadequate issue resolution.
Risk of switching due to poor customer service
Self-Service Gaps
use self-service, but only 14% fully resolve issues2)
AI Concerns
says It will become more difficult to reach a person2)
Eroding CX
decline in customer experience occurs when access to a human expert is difficult
1 ) B2B Insights: Accelerating B2B Sales with Digital B2B Commerce, Shopify/Deloitte
2) Gartner, 2024
Adding SentioCX as an AI-native orchestration layer that enhances precision in human intervention
to optimize transitions between AI agents and human experts when it matters
Prevent drop-off or friction
during a critical part of the customer journey (e.g. changing contract)
Leverage customer intent & context-awareness
to get to the right human expert at the right time and to drive first-time resolution
Drive measurable outcomes
to prevent customer churn and reduction in operational costs
See How SentioCX Works in the Energy & Communications Industry
Curious about
how it works?
Seamlessly Balancing Digital Self-Service with Human Assistance exactly when needed
Delighting
Customers
Using data for a personalized, predictive and proactive customer experience based on intent, sentiment and business impact.
Harmonizing Automation And Human Interaction
Using data for a personalized, predictive and proactive customer experience based on intent, sentiment and business impact.