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.
With utilities expected to manage complex asset investment portfolios delivering on a wide range of desired outcomes, decision analytics is increasingly seen as a must-have capability.
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.
To ensure a successful energy transition, utilities must change the way they reward customers and start thinking in terms of services not commodities. Laura Sandys discusses these and other key findings from her ReCosting Energy report.
This month saw the Debt Respite Scheme, also known as “breathing space", come into force. The legislation is designed to give customers with problem debt temporary legal protections from creditor action. Jayne Gardner, head of debt recovery at Corclaim, examines how it is likely to affect the utilities sector.
Although both are white labels of Octopus, M&S and Co-Op Energy manage to outperform their parent company on customer service rankings. Utility Week asked Octopus Energy’s Rebecca Dibb-Simkin why this is, and what approach the company has taken to integrating two household brands into a disruptor model.