- Commodity Management & Trading
- Customer & Marketing Strategy
- Digital Engineering
- Station Studio
- Supply Chain & Industry 5.0
- Sustainability
Customer Orientation with Business Impact
By closing the loop between insight and action, utilities improve customer trust while reducing avoidable contacts and operational friction. This delivers listen, act, improve—engagement that drives results
Identifies root causes early and enables timely interventions that prevent customer dissatisfaction from escalating
Uses alerts and live data to focus resources on the most critical issues, improving service recovery and responsiveness
Establishes clear ownership of customer experience actions, ensuring insights translate into measurable outcomes
Centralizes VoC programs to create consistency, visibility, and alignment across business units and processes
How NTT DATA helps
Connects listening, analytics, and action within a unified governance framework to ensure continuous value generation
Provides continuous visibility into customer feedback and operational performance for faster, informed decisions
Integrates VoC insights into CRM and service systems to ensure actions are tracked and completed
Identifies friction points and improvement opportunities across the customer lifecycle to enhance experience
Defines roles, processes, and communication structures to embed customer-centricity into daily operations
Transforms the experience through the Customer Lab, promoting strategic actions with an impact on the business and promoting continuous improvement
NTT DATA enables utilities to systematically link customer feedback to decision-making, reducing churn, improving efficiency, and strengthening trust through more responsive and predictive operations
Significant reduction in inbound Call Center demand
Measurable churn rate reduction
Double‑digit increase in customer satisfaction
Drive action that improves retention and efficiency
