Talkdesk：2021年5CX趋势报告-接下来的公用事业（英文版）

Even before the COVID-19 pandemic hit, the utilities industry was being thrust headfirst into a new era of connectivity defined by convenience, innovation and personalisation. Having been spoilt by the likes of Amazon, Apple and other digital-first disruptors, consumers had begun to expect every organisation to deliver the same intelligent, joined-up experiences. And that includes their utilities providers – even if customers only interact with them a few times a year. The pandemic has only s