Retail excellence

Identifying opportunities for efficiency and new ways of working for suppliers

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Fledgling challenger brand Rebel Energy, due to launch later this year, is creating a “digital workforce” to complement its human customer service team. The company will combine employees with intelligent automation platform Blue Prism Cloud, allowing many customer service issues to be automated. Where the platform cannot resolve issues automatically, the team will be notified.
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Energy retailers should "redouble their efforts" to ensure they are listening properly to customers' complaints, an EDF Energy director has said. Paul Spence, director of strategy and corporate affairs, made the comments during Utility Week’s latest #AskUsAnything webinar in response to a recent article by Stephen Littlechild.
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Insurance giant RSA knows what it’s like to feel the drag of legacy systems on its cost base and productivity potential. But a new approach to deploying work in its back office and optimising the capabilities of its employees has unlocked breakthroughs in efficiency and effectiveness.
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In the latest in our Customer Centric interview series Adam John speaks to Mark Royle, co-founder and chief executive of Manchester-based Zebra Power. From ensuring a swift response to enquiries to making every effort to retain its young workforce, Royle tells Utility Week about the secrets to their success.
Interviews
In the second of a series of interviews with utilities firms highly rated for their customer service, Utility Week speaks to Igloo Energy chief executive Matt Clemow. He discusses his belief that a strong foundation of good customer service is fundamental for the transition to net zero carbon. To that end, he explains how technology can play a vital role in the customer journey.
Interviews
In the wake of the coronavirus pandemic and increasingly high public expectations, best practice in customer service is more crucial than ever. Utility Week kicks off the first in a series of interviews with suppliers ranked highly in customer service league tables, to share their secrets to success. We begin with So Energy, the supplier founded by two former Macquarie traders, which has ranked in the top five of the Citizens Advice star ratings tables for ten straight quarters.
Interviews

Latest in Retail excellence

The fourth industrial revolution, with widespread rollout of the so-called Internet of Things, has been well publicised and long anticipated. There can be little doubt that, with UK utilities and their supply chain partners under increasing pressure to deliver more for less, smart devices that generate actionable insight are a must-have.
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Ovo Energy Solutions will work with local authorities to retrofit 400 homes across the Isles of Scilly and Cornwall – where fuel poverty affects more than one-in-ten (11.5%) of all households, according to figures from National Energy Action.
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Energy firm Eon and Nationwide Drones have jointly launched drone and laser scanner-led home ‘health assessments’ – which they claim can gauge solar, heat pump and insulation suitability in under an hour – and outlined ambitions to harness drone tech across ‘all survey requirements’.
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“My agents need three things – to be human, to be positive, to be brave,” says Christopher Dalley, back office, asset management and revenue operations director at EDF, explaining his company’s approaching to supporting vulnerable customers through the cost of living crisis, at a roundtable on the topic held at this year’s Utility Week Live in association with headline sponsor Capita.
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The head of energy industry partnerships for Google’s Nest thermostat business, Aaron Berndt, discusses the tech giant’s pandemic ‘helpfulness campaigns’, efforts to streamline smart thermostat adoption and the impending challenge of scaling distributed energy resources.
Interviews
On the back of Utility Week Live 2022, Utility Week editor James Wallin sat down with Aimie Chapple, Capita Experience CEO, to gauge her thoughts on the challenges discussed over the two days and solutions presented.
Interviews
Hydrogen UK CEO, Clare Jackson, reflects on the trade body’s launch, ‘Jazzy Shirt Mondays’ and the need to move away from ‘silo-ism’ to hit industry targets.
Interviews
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