Utility Week

w w w . m a t s s o f t . c o m E X P E R T V I E W 31 ISSUE 02 FEB/2019 as a rigorous academic institution doing detailed samples and taking them back to a lab using accredited techniques for analysis," says Walker. However, this may change in future as citizen science becomes more widespread. Loiselle points out that data in FreshWater Watch is validated through various checks and balances. Each data point goes through an online filter, if it is "completely inconsistent" with what is expected or with previous measurements by the individual, they receive an instant text message asking if they are sure the reading is accurate. Earthwatch employees also carry out weekly checks on the database. "Quality control is done prior to sampling to ensure that all methods function, it's our name on the package, we have to guarantee measurements can be trusted in the correct conditions," says Loiselle. Recent research carried out by Earthwatch in collaboration with researchers from Bath Spa University and Lancaster University found that sampling under FreshWater Watch has clear potential to complement monitoring efforts by the Environment Agency by generating information on freshwater ecosystems, such as small or still water bodies, that would otherwise be under-reported. Greater support for citizen science as a trusted research tool could help water companies widen their data monitoring and analysis and ensure that communities are more deeply invested in the quality and resilience of local water systems. I s 2019 the year utilities finally deliver on customer experience (CX) promises? Early indicators suggest so. According to Capgemini, the big six have all committed to delivering more personalised, customer-centric services this year 1 . Meanwhile, a recent survey by Utility Week has revealed that improved customer engagement is now the number one target for digital disruptors in the energy sector 2 . But committing to change and delivering change are two very different things. And transforming CX demands a solution to an age-old problem – balancing the need for rapid innovation with pressing operational demands. at's why customer-obsessed businesses such as Network Rail and Nationwide are taking a new approach to CX innovation. ey're homing in on the root cause of almost every major CX problem – bad processes – and enabling customer experts to take a much bigger role in solving them. Low-code platforms sit at the heart of this approach. ese easy-to-use tools allow front office teams to take the lead on development. Business users with no coding experience can build solutions themselves, with IT only getting involved to supervise. As a result, everyone wins. IT has more time to focus on its considerable workload, while customer-facing teams can proactively solve the chronic issues that are slowing them down. All the while, costs fall and the customer experience improves, fast. is is a new type of CX transformation initiative. One that's collaborative, pragmatic and led from the ground up. We've invited some of the IT leaders pioneering this approach to tell their story at our breakfast briefing, A Faster Way to Improve CX. Join us on 28 March 2019 at 30 St Mary Axe ( e Gherkin) to see what they have to say. 2019 may not see every utility realise its CX vision, but one thing's becoming clear – the CX arms race has started. Come and meet some of the businesses that are ahead of the pack. Book your ticket for A Faster Way to Improve CX. Visit https://engage.matssoft.com/fasterCX.html 1. Capgemini, "2019 predictions: Utilities", 2019 2. Utility Week, "Understanding Digital Transformation in UK Utilities", 2018 Powering a better customer experience Richard Billington, CTO of MatsSoft, introduces a new way for IT leaders to accelerate customer experience innovation

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