One of the things that caught my eye in the Institute of Customer Services UK’s (UKSCI) most recent report on customer satisfaction was the suggestion that a growing number of customers are prepared to pay more for improved service.

A look at what’s happening in customer experience in Europe, including the leveraging of new technologies such as AI, machine learning and automation.

By reimagining the customer experience, utilities providers can not only protect vulnerable households but also strengthen operational resilience and build trust for the long term.

Companies today are dealing with an increasing range of vulnerable customers and should remember that seemingly small changes can have a significant impact.