All customers, all channels – providing choice for consumers in a digital age.

3 February 2020

Excellence in service is about communicating with customers using their preferred channel - not yours. Denise Chevin looks at best practice in perfecting the omni-channel experience.

This freshly compiled report brings together detailed insights into the customer engagement strategies of Octopus Energy, UK Power Networks, Severn Trent and Shell Energy.

Download the report now to read how they have managed to outperform key industry service metrics and access thought leadership on the key elements for seamless omni-channel customer experience in an environment of rising consumer and regulatory expectations.

Report highlights include:

  • Insights into the real challenges and successes of sector customer experience leaders
  • Thought leadership from Content Guru – a Gartner magic quadrant leader for contact center as a service
  • Insights into efficiency opportunities for onmi-channel utilities
  • Opinion on the importance of key channels for overall customer satisfaction
  • In depth case studies from Octopus Energy, UK Power Networks and Severn Trent on how they have developed omni-channel enagment strategies and 24/7 response mechanisms