Participants shared detailed insights into their efforts to improve customer enrollment, retention, and engagement in electronic billing and payments.
The conversation covered a broad range of topics, including the integration of new payment methods, handling transaction fees, promotional strategies, and regulatory hurdles.
Several utilities shared their successes and challenges in increasing eBill adoption rates, integrating payment platforms like Apple Pay and Google Pay, and exploring innovative customer incentives.
Regulatory constraints, particularly regarding auto-enrollment and fee structures, emerged as key obstacles for some utilities.
The discussion also revealed shared concerns about rising postage costs and the struggle to convert certain customer segments, especially older populations, to digital billing and payments.
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