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There’s no “new normal” yet for customer behaviours or engagement trends following lockdown-induced transformations on both fronts. The limbo is keeping customer experience leaders in the utilities sector on their toes, Jane Gray reports.
4 years ago
The UK’s lockdown period for coronavirus has prompted a mass recalibration of expectations around customer experience. How have consumers felt this change in their interactions with energy suppliers? And to what extent have suppliers been able to maintain control of the experience they have delivered for customers?
