As I noted in my previous post, the role of the next-gen consumer in the utilities market is evolving. In fact, so great is their impact that the UK Government has set out its own vision for energy consumers of the future.

Water providers can go a long way to ensuring that we are all using our precious resource more responsibly.

Can debt really be considered good? And do we need more of it? At Tortoise Media’s recent ‘The Future of Money’ event I was invited to consider this alongside finance coach and author of Black Girl Finance, Selina Flavius, and the co-author of Angrynomics, Eric Lonergan.

While Covid has put the brakes on a lot of things – normal schooling, visiting family and friends, holidays and music festivals, commuting and meetings in the office, it has enabled and accelerated the uptake and development of a number of other trends.

Covid-19 has forced organisations to reflect on and respond to how they engage, support and communicate with their customers.

Our partnership with Severn Trent has given their customers a better experience and aided with debt collection.

Ricky Alfred, Capita Customer Management’s Head of Responsible Business, reflects on the need to support vulnerable customers - and how organisations, customer service agents and Capita can all make a difference.

We’re working in partnership with Southern Water to transform and simplify their customer experience, so that their customers are happier and more able to self-serve online.

Capita supports AEGIS London with the provision of IT services in response to Covid-19, allowing the business to continue trading successfully.

Our customer service innovation team is solving industry-specific problems through technology, analytics and process design.