The study’s objectives were to evaluate the existing digital journey experiences of a leading distribution utility’s customers and recommend new digital customer engagement strategies to enhance customer experience in line with global best practices. The project was undertaken by WISE in association with KPMG Advisory Services Limited, Mumbai, and supported by Shakti Sustainable Energy Foundation, New Delhi.

WISE and KPMG worked closely with the top management and IT team of the utility to map all key consumer journeys along with key pain points and benchmarked existing practices with global best practices, to provide a roadmap for improving the digital customer experience.