So far we have seen how customer demands are driving invention and innovation within the utilities industry.

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.

As we’ve mentioned in a previous article, 2021 saw smaller UK energy suppliers cease trading and exit the market at an unprecedented rate.

Pete Budge, Managing Director of the Capita Scaling Partner Team, considers how the UK’s bold pension fund pledge is shaping investment.

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

Capita’s white paper explores how focusing on empathy, kindness and sincerity will equip organisations to help their most vulnerable customers.

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.