The Institute of Customer Services has published their bi-annual survey and there was a particular figure that stood out. 14.6% of customers have experienced a problem.

Our great opportunity debate research – the first quarter results of which are now available to download in our report – found that the change in working patterns had the most impact on individuals and their organisations overall over the past 12 or so months.

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.

As we’ve noted before1, next-gen energy consumers are prioritising household and community technologies that support the UK’s drive to carbon net zero.

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

All businesses experience peaks and troughs in customer activity throughout the year. What makes the difference is how you handle these occasions.

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.