Retail excellence

Identifying opportunities for efficiency and new ways of working for suppliers

Editor's picks

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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Featured

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

How is the drive for net zero transforming expectations of customer service operations? Utility Week asked energy and water leaders to tell us their experiences.
Analysis
From shifting large numbers of staff to home working to accelerating the use of digital communication channels, the utilities sector has been widely praised for its response to the issues thrown up by the Covid-19 pandemic. During Utility Week Live Summit, a number of industry experts gathered to discuss what lessons the sector can take from the pandemic to transform customer service. Having robust and varied communications was among the key topics explored.
Analysis
Debt and collections leaders in utilities remain braced for the wave of debt and affordability woes they know will come with the end of government’s coronavirus support measures. Are they armed with the right products, resources and data to service the new scale and profile of customers in arrears?
Downloads
Utilities suppliers are in uncharted territory with new disruptive competitors, ever-increasing customer expectations, an ageing population, disruptive technology, and the drive towards sustainability, all putting pressure on the sector. This webinar explores how utilities can use artificial intelligence (AI) to drive personalisation.
Webinars
The pandemic ushered in a huge change in utility customer services culture at a pace which could not have been predicted. The new Insight Report from Utility Week uncovers the short-term tactics that companies deployed and considers how these can be honed into longer-term strategies to improve customers’ experience and company efficiency.
Downloads
A new Utility Week report explores the potential for AI and machine learning to help utilities navigate a swelling crisis in consumer debt. We present an overview of what’s covered.
Analysis
Centrica has launched a new offering called British Gas Evolve in response to increased competition from challenger suppliers. The new service has been trialled as British Gas X, a low-cost, digital only offering serving 17,000 domestic customers.
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