Years of accumulating bureaucracy, specialist service silos and layering of technology stacks have created unnecessary levels of complexity in customer service in the utilities sector. This was the consensus of a group of senior customer service leaders and strategy-makers who attended a private Utility Week Focus Group, hosted in association with Capita, at the end of 2023. There, they shared what action their orgnaisations are taking to reverse this rising tide.
This report captures key insights from that meeting and offers lessons on:
- Understanding cost v value pay offs in your service value chain
- Complexity driven by legacy technology choices and how to move forwards
- Outsourcing choices and partnership strategies
- How to use AI to best advantage
- The rise of asynchronous messaging
- Future operating models and skills sets for contact centres
Download the report now for full insights.