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Challenges and Customer Experience in Utilities

In: Maximizing Value with Automation and Digital Transformation

Author

Listed:
  • Leslie P. Willcocks
  • John Hindle
  • Matt Stanton
  • John Smith

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.

Suggested Citation

  • Leslie P. Willcocks & John Hindle & Matt Stanton & John Smith, 2024. "Challenges and Customer Experience in Utilities," Springer Books, in: Maximizing Value with Automation and Digital Transformation, chapter 0, pages 77-83, Springer.
    • Handle: RePEc:spr:sprchp:978-3-031-46569-7_10
    DOI: 10.1007/978-3-031-46569-7_10
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