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

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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.

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

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

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

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

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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.

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

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