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www.utilityweek.co.uk/fLeX
C O N S U M E R S
s m a r t e r
t e c h
h a p p i e r
c u s t o m e r s
Which
technologies have
the best chance
of winning over
customers and
increasing trust?
By Lois Vallely
W
hen it comes to engagement and trust,
utility companies have a long way to go.
Although trust is increasing gradually,
research carried out by Utility Week
early last year found that less than
half (49 per cent) of respondents trust
their energy supplier.
Customer expectations are changing as service and
innovation in other sectors improves, and regulators are
constantly pushing for higher levels of customer service,
through Ofwat's proposed WaterworCX incentive programme
and Ofgem's ongoing supplier licensing review.
at's not to say there's not been progress. Energy companies
have spent large sums to bring in new digital systems to
replace their legacy ones as they look to smooth customer
journeys by providing better support and interaction. Others
have gone further, capitalising on the smart meter rollout to
optimise energy usage, developing apps for bill paying and
adopting smart home technology as part of their offering.
Some are even taking cautious first steps into the world of
artificial intelligence (AI).
However, the sector is a distance yet from a "utopia" in
which a customer experiences a seamless journey. Firms
also face the problem of ensuring that in a bid to embrace
the latest digital wizardry, they don't leave behind those who
would prefer to pick up the phone.
