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.
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© 2024 The Author(s), under exclusive license to Springer Nature Switzerland AG
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Willcocks, L.P., Hindle, J., Stanton, M., Smith, J. (2024). Challenges and Customer Experience in Utilities. In: Maximizing Value with Automation and Digital Transformation. Palgrave Macmillan, Cham. https://doi.org/10.1007/978-3-031-46569-7_10
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DOI: https://doi.org/10.1007/978-3-031-46569-7_10
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Publisher Name: Palgrave Macmillan, Cham
Print ISBN: 978-3-031-46568-0
Online ISBN: 978-3-031-46569-7
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