The boostCX Blog

Consumers in many industries have become accustomed to the seamless, personalized experiences offered by retail and tech companies, utility and telecom providers can no longer afford to sit back and expect customers to stick with their companies. Learning how to improve the customer journey in the utility industry is key to building trust, reducing cost-to-serve metrics, and improving a brand reputation. By shifting the focus from ratepayer metrics to a more comprehensive view of the customer journey, utility and telecommunications companies can transform necessary services into valued relationships.

6 Steps to Improve the Utility and Telecom Customer Journey

Reliability remains the core product for utilities companies — but the customer experience is now the key differentiator. Research has found that utility customers who use digital channels are more satisfied, but the utilities industry lags behind in customer satisfaction scores compared to the retail or banking industries.
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To close this gap and meet rising expectations, businesses must adopt a more proactive approach to the customer experience. By implementing these strategic steps to improve the customer journey, utility and telecom companies can reduce customer churn rates and increase engagement.

1. Gain an In-Depth Understanding of the Customer Journey

To create change that makes a difference for your company, you need to move beyond assumptions about the customer journey by actively collecting customer feedback across all touchpoints to accurately identify customer pain points and the parts of the journey that create a positive experience.

2. Map Your Customer Journey

It is critical to visualize the customer lifecycle and map the customer journey for your company. Create detailed maps that outline every interaction and customer touchpoint with your company, from the initial service setup and first bill to outage reporting and service transfers.

3. Align Your Customer Experience Strategy

Silos and divisions within your company can create friction, which makes it even more important to align your customer experience strategy across the entire organization. This ensures that field technicians, call center agents, and digital teams share the same vision and goals.

4. Invest in Technology to Improve the Customer Journey

Utility companies can modernize their approach by investing in comprehensive customer experience management platforms like boostCX, which allow companies to collect customer data, automate surveys, and analyze customer sentiment in real time with customer engagement tools. By implementing this technology to unify data from social media, call centers, and direct feedback, utilities companies can move from reactive problem-solving to predictive service models that anticipate customer needs.

5. Prioritize Transparent Customer Communication

Trust can be hard to earn in this industry, so it is important to prioritize transparent customer communication by proactively notifying users about service interruptions, estimated restoration times, and billing changes before they have to ask. Utilizing an omnichannel customer experience strategy by sending critical updates via SMS text, email, and push notifications helps ensure that customers feel informed and valued, reducing call center volume during high-stress events.

6. Streamline Complicated Processes

Reduce customer effort by simplifying high-friction touchpoints or pain points. Key examples may include implementing one-click renewal options for utility services, providing self-service portals for billing issues, or offering a mobile app for reporting outages without waiting on hold. By removing the red tape from routine tasks like transferring service addresses or upgrading plans, you show respect for your customer's time and lower the barrier to satisfaction.
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READ MORE: Most Important Customer Experience KPIs in the Utility Industry

In the end, the effort to improve the customer journey in the utility industry is an investment in the long-term growth and success of your organization. By listening to your customers and implementing the right technology, you can turn improved customer satisfaction into operational efficiency.
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Contact boostCX today for a demo and see how our platform can help you power a better journey!

In a crowded market, it is even more important that you connect with your customers and build brand loyalty - and that starts with a positive customer experience and quality customer engagement. While customer experience management strategies are important to the success of many businesses, customer engagement is a key element that you can’t allow to fall by the wayside. A well-prepared and well thought out customer engagement strategy may be the step you need to take to build your brand identity and attract loyal customers. Learn how to create a customer engagement strategy with this quick step-by-step guide created by boostCX.

5 Steps to Create a Customer Engagement Strategy

Simply acquiring customers isn't enough. You need to be able to retain them by building meaningful, long-term relationships with your brand. This is the core tenet of customer engagement - it transforms one-time buyers into loyal brand advocates, which directly impacts your profitability. Creating a customer engagement plan is essential, and these five steps to create a customer engagement strategy will provide the foundation you need to build that connection and drive growth.

1. Define Your Strategy Goals

Before you can engage with your customers, you must define what success looks like and what you want the results of your strategy to be. Is your primary goal to increase customer retention, boost lifetime value, or improve brand advocacy? Establishing clear, measurable objectives at the start will guide other decisions in your strategy and ensure your efforts are focused on the desired outcome.

2. Know Your Customers

Effective engagement is impossible if you don't really understand your customer base. This step involves developing detailed customer personas, mapping the customer journey, and identifying customer pain points and preferences. By knowing who your customers are and what they value, you can create engagements that feel relevant and personal, not generic.

3. Personalize Engagement on Multiple Channels

Customers have come to expect a seamless, personalized experience wherever they interact with a brand. Use the data and insights from the previous step to deliver tailored messages, offers, and support across preferred channels - whether that's email, social media, SMS, or your mobile app. This omnichannel personalization shows you know them as individuals and appreciate their business.

4. Measure Your Success

A strategy is useless without the ability to track your success, and you must track your performance against the goals you set in step one. It is important to monitor valuable Key Performance Indicators (KPIs) that can include Net Promoter Score (NPS), Customer Satisfaction (CSAT), customer retention rate, and churn rate. This data provides concrete proof of what's working and where you need to improve.

5. Optimize and Refine Your Strategy

Customer engagement is not a one-time project. It is an ongoing process of adaptation, refinement, and optimization. Use the data and KPIs you're tracking to continuously test, optimize, and refine your customer engagement strategy. As customer expectations evolve, your strategy must evolve with them to remain effective.
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READ MORE: Customer Experience Management Trends for 2026

By following this framework, you can move from reactive interactions with your customers to creating a successful customer engagement strategy that builds genuine brand loyalty. This approach is the key to making your brand and securing long-term success.
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Contact boostCX today for a demo to see how our customer experience management platform can help you measure, manage, and optimize every customer engagement!

Customer engagement is more than just a buzzword.
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It is the emotional connection and continued relationship a customer has with your brand. It’s the sum of all interactions - from their first website visit to a post-purchase support call. In an economy where loyalty drives long-term success, learning how to improve customer engagement may be the most critical investment a business can make for long-term and sustainable growth.

10 Ways to Improve Customer Engagement

A strong customer engagement strategy is the foundation of a successful company. Businesses that focus on engagement are more profitable, as an engaged customer represents an average 23% premium in terms of share of revenue compared to the average customer. In addition, companies that actively work to improve customer engagement can increase cross-sell revenue by 22% and drive a higher annual increase in customer retention.

Here are 10 ways you can improve customer engagement and build customer relationships that drive this level of success:

1. Personalize Customer Engagements

You need to move beyond generic messaging and use customer data to personalize your communications, recommendations, and offers to customers based on their specific needs and past behaviors.

2. Better Understand Your Customers

Knowledge is half the battle. Develop detailed customer personas and map the customer journey to gain better insight into customer motivations, pain points, and expectations at every touchpoint.

3. Create a Brand Narrative

Your customer engagement must go beyond just selling a product or providing a service. You need to build an authentic brand story and mission that customers can connect with on an emotional level.

4. Simplify Communication with Self-Service Options

Self-service tools like FAQs and chatbots are vital, as their true value lies in enhancing communication by giving customers 24/7 access to answers. This clear and immediate communication builds trust and reduces friction.

5. Create Customer Loyalty Programs

It is important for successful companies to reward repeat business with exclusive perks, discounts, or early access to new products. This makes customers feel valued and gives them a great reason to remain loyal to your company.

6. Establish Clear Goals for Customer Engagement

What does a successful customer engagement strategy look like? Define what success looks like by setting measurable KPIs - such as retention rates, repeat purchase frequency, or Net Promoter Score (NPS) - to track your progress.

7. Employ a Social Media Marketing Campaign

A majority of your customers likely use social media. Use social platforms not just to promote your products and services, but to interact and engage with customers by running engaging contests, asking questions, and actively responding to comments and messages.

8. Engage with Customers Where They Are Most Active

Don't force customers to come to you. It is important that your business be present and accessible on the channels that your customers already use - whether that's email, SMS, social media, or a mobile application.

9. Encourage Customer Feedback

Customer feedback can help you better understand the customer experience and make key adjustments. Actively ask for your customers' opinions through surveys, polls, and review prompts at key touchpoints, showing them that you value their voice.

10. Collect and Analyze Customer Feedback Data

Customer feedback is only a part of the equation. You need to be able to use the data provided by customer feedback. Use a customer experience management platform to gather all your feedback in one place, allowing you to analyze trends, identify recurring issues, and make data-driven decisions.
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READ MORE: What Is the Value of a Human-Focused Customer Experience?

The process of improving customer engagement is always about listening, learning, and adapting to your customers' needs. By implementing these key strategies, you can transform passive buyers into active, loyal brand advocates.

Ready to build deeper, more profitable customer relationships? Contact boostCX for a demo to see how our platform can help you listen, analyze, and engage like never before!

Are you looking for ways to improve and enhance the level of customer service your business provides? Your customer service is a key element of the customer experience that when put together, help you provide customers with a memorable experience that leads to improved customer satisfaction, increased brand loyalty, and long-term success. We want to help you improve your customer service, and by extension, your customer experience, so we have created this list of the 5 Best Practices for Customer Service to help get you started.

5 Ways to Improve Your Customer Service

Here we've outlined five ways you can improve your customer service and have an immediate and lasting impact on your company’s customer experience and long-term success. The payoff for prioritizing these customer service efforts is validated by key points of data. Studies have shown that 86% of buyers are willing to pay more for a great customer experience, and companies that provide a better customer experience can increase their revenue by 4% - 8% above their market.

1. Be More Proactive

Don't wait for customers to come to you with issues. Proactive customer service means anticipating needs, such as sending a notification about a shipping delay before the customer asks, or using a website popup to offer help when a user seems stuck on a checkout page. This approach shows you respect your customers’ time and are invested in their success, turning frustrating situations into positive interactions.

2. Listen and Communicate Effectively

This is the cornerstone of all customer service. It requires training your team in active listening to understand the true, underlying issues that customers have, not just the surface-level complaint. Responding with genuine empathy, validating their feelings and showing you understand their frustration, is critical to de-escalating an issue and building a bridge to a solution.

3. Improve the Employee Experience

Happy employees create happy customers. A great employee experience (EX) is built by providing your team with the right tools and information they need to be able to resolve issues quickly and confidently. More importantly, you need to give employees the authority to make decisions, like offering a discount or a refund on the spot, giving them power to provide first-contact resolution.

4. Provide Customer Self-Service Options

Modern customers are resourceful and many prefer to find answers on their own time - making self-service options even more prevalent. By providing robust self-service options, such as a searchable knowledge base, detailed FAQs, or AI-powered chatbots, you give them the ability to solve simple problems at any time. This not only improves customer satisfaction but also frees up your customer service representatives to handle more complex, high-value issues.

5. Collect, Track, and Analyze Customer Feedback

You cannot improve what you do not measure. A best practice in customer service is to systematically collect feedback - like NPS, CSAT, or CES - at key moments in the customer journey. Using a customer experience management platform is a valuable tool that allows you to track this feedback in real-time, analyze it for trends, and identify the root cause of recurring issues, enabling you to make data-driven improvements.
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READ MORE: New Customer Experience Management Trends for 2026 

Implementing these 5 Best Practices for Customer Service will help transform your business from being reactive to being proactive and customer-focused. This commitment builds the trust and loyalty that create customers for life.
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Ready to see how boostCX can help you listen, analyze, and act on customer feedback? Contact boostCX for a demo to learn how our platform can supercharge your customer service!