Transforming Customer Experience and Building a Resilient Workforce: Strategies that stand out in the utility industry

For the longest time, utility companies appeared to be immune to the pressures that forced other industries to transform their organisations. Yet increased regulatory scrutiny, the rise of challenger brands with cutting-edge UX, and some bruising press attention left utility companies with no option but to reinvent the customer experience.

Download this white paper from Future of Utilities to hear from leading industry experts Adam Firbank, Journey Practice Lead Customer Communications, British Gas, Dawn Creighton, Head of Customer Strategy and Experience, Northumbrian Water, and Ian Blackburn, Head of Customer Success, Blue Prism, as they explore their strategies for the customer contact space.

Inside you’ll find out about:

  • Understanding the customer journey and how to meet their needs
  • How intelligent automation is helping transform the customer experience
  • The move towards a hybrid workforce

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