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This Insight Report from Utility Week, in association with Thunderhead, explores how companies inside and outside of the energy sector are taking on the challenge of changing customer expectations, how they can improve customer journeys, and the role customer engagement plays in their growth plans.
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Water and energy utilities face a radical shake-up, as forces such as climate change and shifts in consumer behaviour drive them to find new and innovative ways of operating. Alongside this, new technologies are being brought into the mainstream. Companies can choose to either capitalise on the benefits of these or get left behind.
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The need for alternative and increased sources of flexibility in the power system is now widely accepted – but the UK’s journey to a flexible energy system has only just begun.
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This research into the relationship between pricing and trust in UK utilities was instigated at the request of members of the Utility Week-WNS Trust Council, a group of industry leaders with responsibility for customer experience and strategic development at both energy and water companies.
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