Customer service

Editor's picks

As decarbonisation and diversified competition continue to shape energy products and services, Utility Week invited energy retail giants from both sides of the Atlantic to dissect the data strategies driving their efforts to sustain and grow customer engagement in challenging times.
Analysis
Cadent Foundation director Julia Dwyer sets out a model for maximising the impact of innovation targeted at tackling fuel poverty. Partnership, flexibility and an ability to look beyond regulated needs codes are its key hallmarks.
Comment
The stark threats of climate change mean there’s a burning platform for innovation in energy services. But are suppliers ready to support the nimble settlement processes required to make sure these innovations are available to the mass market?
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Latest in Customer service

What enabling actions are needed to ensure we make best use of data and digitalisation on the road to net zero? A new report from Utility Week and CGI highlights five key requirements.
Analysis
Kraken Technologies, the customer service platform built by Octopus Energy, is currently running 17 million accounts. But by 2027, Kraken hopes to have 100 million, by offering partner energy companies cost savings, added value and its 'special sauce'. Lara Beers, vice president for global sales, explains.
Analysis
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
From urging companies to fire up consumers about energy, to more efforts to open up data, strong messages emerged in the virtual think-tank convened by Utility Week with Microsoft and Accenture on accelerating the transition to net zero. Denise Chevin chaired.
Market insight
Could a new technology development, fueled by the success of Open Banking in the financial services sector, help utilities overcome long standing efficiency, accuracy and customer experience challenges in their billing operations? Read our report to find out more.
Downloads
As utilities move closer towards digitising their services, the need for high quality interconnected data is greatly increased. The supply, maintenance and billing are all centred on address data, so accuracy here is pivotal in linking the different datasets in the drive for efficiency and increased revenue.
Opinion
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
Energy retailer Bulb has outlined plans to offer low-income or vulnerable customers a free smart thermostat. The company will trial the free fittings of Google Nest Thermostat E devices in 2,000 West Midlands homes and, if successful, will expand it to 30,000 properties across the UK.
News
Last month Anglian expanded its Shop Window project, which aims to use the town of Newmarket as a live testbed for innovative solutions to the problems the water sector is facing now, and for the future. Utility Week chats to the driving forces behind the project.
Analysis
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