This Utility Week report, produced in association with WNS, explores the role utilities must play to better identify and support vulnerable customers.
In light of spiking interest rates and rising energy prices, the economic burden on many domestic and business customers is showing no signs of abating. However, for some customers, many of whom have never experienced financial vulnerability before, the affordability issue is just beginning to be felt – and it is undoubtedly going to get worse.
This detailed summary examines the challenges facing water and energy companies as they seek to keep pace with evolving consumer needs and behaviours. It also considers the proposed merits of increased regulatory support to facilitate enhanced sharing of customer data.
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