Regulated utility providers face major limitations to their profitability growth. Factors like grid instability, extreme weather, and ever-evolving compliance requirements present utility providers with enormous variables outside of their control that have a clear impact on the success of rate case requests and utility providers profitability.
The lack of control over these factors makes it even more important for utility providers to focus efforts on the areas firmly within their organizations that impact profitability: service delivery and customer satisfaction. In fact, J.D. Power reports that “higher levels of customer satisfaction continue to be associated with higher return on equity (ROE), which is the amount of profit, or financial return, utilities return to shareholders after paying off debt and expenses.”
CX observability increases utility provider profitability by ensuring that their customers reliably have access to the support and service they’re expecting.
What is CX observability
According to our 2025 State of Contact Center Testing report, 38% of contact center professionals can’t reliably tell when they have performance drops in their CX environment. These businesses will often see all of their systems as green and operational, but their business KPIs trending negative.
CX observability closes this visibility gap. Combining automated testing and monitoring of agent and voice network performance data, customer experience data, and CCaaS and application metrics, contact center observability empowers CX leaders to pinpoint performance issues and automate their remediation: boosting their productivity, accelerating MTTR, and dramatically lowering support costs.
Organizations using Hammer CX observability solutions report key business benefits including:
- 72% less IT triage time
- 30% less agent downtime
- 75% reduction in major incident duration
- 30% faster mean time to resolution (MTTR)
Translating CX observability into utility profitability
The visibility offered by CX observability solutions enables utility providers to proactively respond to service interruptions before they impact customer satisfaction. Hammer’s CX observability solutions are designed to automate increasingly complex assurance and operations tasks with an enterprise-ready GenAI Agent Orchestrator that automatically manages everything from data aggregation and ticketing to report scheduling.
With these tasks managed, utility contact center agents have more time and more information to respond to customer questions and proactively communicate. In decade-spanning research studies, J.D. Power have reported that electric utilities in the top quartile of customer satisfaction report profit margins 3-4% higher than the rest of their competitors.
Ready to see profitability growth in your contact center? Contact the Hammer team today to discuss your CX observability goals and challenges and learn how your utility company can deliver better customer satisfaction and see enhanced profits today.
