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C-MeX

Latest in C-MeX

Northumbrian uses AI to predict customer behaviour
Northumbrian has created a digital twin platform with analytics firm Aiimi to build a picture of consumer satisfaction levels and predict behaviour based on that information. The tool was built with C-Mex in mind to help the water company improve service levels.
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B-Mex merits analysed ahead of PR24
A new report commissioned by Ofwat has said the introduction of a B-Mex incentive, to measure end consumer satisfaction with non-household water providers, could “fill important gaps” in the existing regulatory framework. Ofwat is considering the recommendations of Europe Economics including running a pilot version from April 2022 ahead of potentially implementing the mechanism at the next price review in 2024, or via a different framework.
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CCW: ‘C-Mex overlooks complaints’
On Wednesday, when companies enact the their 2020-25 business plans, there will be a brand new criteria for customer service. However, watchdog CCW still has concerns that the C-Mex system could undermine the importance of complaints data.
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Utilities staff challenged despite key worker status
Utilities have been named as key workers, yet some crews are still facing questions from the public about why they are continuing to operate in public. This has led to calls for more visibility of the important role the sector is playing in keeping lifeline services running.
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