Driving Disruptive CX as a Disruptive Energy Provider

The energy market is extremely volatile right now. A perfect storm of massive supply chain disruptions, increased urgency around decarbonisation, and new and more rigorous regulation is forcing energy providers into deep change. The enduring cost of living crisis, that has often seen rising gas and electricity prices form the centrepiece of the issue, is also creating further operational pressures against constant calls to reduce costs.

To combat those challenges and address consumer demands, many companies throughout the industry are investing in new technology and new services – in effect, modernising their legacy infrastructure – to better engage with their customers and create a customer experience that is more in tune with the times. Every brand in this space is at a different stage of digital transformation; some are more advanced than others. For Utilita Energy, their journey started two decades ago as the first energy supplier to install smart metres, and they’ve been on a road of perpetual innovation. Here, we‘re joined by the company’s Chief Customer Officer Louise Walsh who takes us on a whirlwind tour through the work her teams are doing to ensure they’re meeting the needs of their customers head on.

We dive into:

• What it’s like to work in the customer contact space at a company unsettling the status quo
• How Utilita Energy keeps communication fast, flexible, and efficient around the clock
• The tactics and practices they use to deal with vulnerable customers
• How they train their frontline staff to handle and manage difficult, emotive conversations
• The technology focus areas for Utilita Energy in the near future
• The strategies they’re using to drive behaviour change and help customers use less energy

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For sponsorship opportunities, reach out to katie.judd@iqpc.co.uk

To register an interest in becoming a guest, get in touch via simon.hall@iqpc.co.uk

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