Enhancing Customer Experience in Electric Company Business Center through Customer Journey Mapping to Advance Digital Adoption and Service Innovation

Abstract

Customer expectations are changing as more services become digital, pushing utility companies to improve how they deliver services. This study focuses on improving customer experience in electric company business centers by using customer journey mapping. Its goal is to help increase the use of digital services and support new ways of delivering better service. Information was gathered from employee interviews, customer feedback, and service performance data. Customer journey mapping was used to track and understand the full customer experience, from beginning to end, to identify delays, issues, and gaps in digital usage. The research was conducted in selected business centers that are currently improving their service processes. The results showed that customer journey mapping helps improve service by clearly identifying problem areas and customer needs. It helped reduce delays and showed opportunities to shift customers to digital platforms. As a result, customer satisfaction improved, services became faster and more efficient, and more customers started using digital options such as online services and mobile apps. The study also found that employee support and proper training are important for successful implementation. In conclusion, customer journey mapping helps improve customer experience and supports digital adoption in electric company business centers. By focusing on customer needs and improving processes, companies can deliver better and more efficient services. This study offers useful insights for organizations working toward service improvement and digital transformation.