Imran Patel

Creating a customer strategy that considers the needs of all profiles in a vast customer base is a monumental task with the most optimal circumstances. Throw in the current perception of utility providers alongside a healthy dose of negative media attention and you’re metaphorically fighting an uphill battle trying to build meaningful relationships with your customers.

But against all the odds, Imran and his team conquered this. Join this workshop as Imran shares with you how they bridged this gap and drove self-service to not only lower cost-to-serve, but also to improve CSAT and boost their brand perception. Alongside this, you will be discussing the ever-pressing topic of serving vulnerable customers appropriately to address their needs, balancing the human vs digital aspects of customer service sensitively.