Overcoming the challenges of delivering excellent digital services to priority service customers will be the topic of a new Utility Week webinar.
This webinar will help utility companies to harness digital technology to deliver a positive experience to priority groups. It will also present the findings from a data sharing pilot of customers on the Priority Services register in advance of the initiative being rolled out sector wide in 2020.
Whilst companies are shifting more and more services online and finding new ways for customers to self-serve, aiding vulnerable customers with additional needs has typically been an afterthought of digital transformation, and customer experience can vary greatly.
In this webinar experts will share their experiences of making digital work for all customers and is based on a new report from digital customer experience agency Mando: Making Digital Simple For Everyone: Improving experiences for vulnerable customers.
The webinar on 28 November will explore:
- How we can streamline customer service for vulnerable customers using digital technology
- How personalisation can highlight support services
- How new channels can benefit priority customers
- How we can design simpler experiences that are accessible to everyone
- Sharing data on customers eligible for priority services – and learning from experience
Mark Simpson, Sales and Marketing Director Mando said: “With the right approach digital can enable companies to better serve everyone, creating efficiencies to allow frontline staff more time to spend with those in complex situations or offering up new channels that allow people to overcome their challenges.”
The webinar will also feature Jo Crinson – Head of Customer Contract Electricity Northwest presenting on its learnings from their pilot project to share PSR data.
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