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UTILITY WEEK | 3RD - 9TH FEBRUARY 2017 | 27 Customers Roger Witcomb, chair of the CMA investigation into the energy market "This argument is not settled. It really isn't… When you see senior politicians saying, 'Why should loyal customers have to shop around?' that is actually saying 'Why do we have a competitive market in supply?' "[There is] real danger that if not now, per- haps at some stage in the fairly near future, the energy retail market will become a thing of the past." Claire Osborne, energy lead, Uswitch "The ambition shouldn't be to engage customers over smart meters. Suppliers should be looking at how to integrate them with other devices and help customers to 'save the world' while doing nothing." Catherine O'Kelly, director of industry development, British Gas/Centrica "Suppliers need to tailor the way they make data available to customers… It is important customers trust suppliers to use their data, and that they get something back in return." 1. Trust – Whether on prices, switching, billing or data, suppliers need to earn the trust of consumers if further market intervention is to be avoided. 2. The basics – Many suppliers still aren't getting the basics right, particularly when it comes to billing. Doing so will free up lots of resources for more challenging problems. 3. Personalisation – Suppliers will get the best response from consumers when their interactions and offerings are personalised. Some people will really engage with their smart meter, checking their energy usage every day, but most will want it to fade into the background. 4. Data – Suppliers need to explain to customers how using their data will improve their lives. Data has to be valuable to the consumer and not just the supplier. 5. AI – Suppliers need to prepare for a future in which most basic com- plaints are dealt with by artificial intelligence and human employees will be left to deal with the most complex issues. Five key points Jo Upward, vice president, Institute of Customer Service "[Artificial intelli- gence] fundamentally changes the nature of the issues that will come into your con- tact centre. When cus- tomers contact you, it will be about com- plex, difficult things that are very hard to do on an automatic or AI basis, and I think that will really change the type of service staff we are looking at in the future." Consumer Debt Conference Birmingham, 16 March This CPD-certified conference will equip you with the tools to: • Use data to build a holistic picture of your customers • Ensure you are up to date with Ofgem's and Ofwat's regulation and policy updates • Create innovative approaches to smart meter data and technology • Prevent billing delays through accurately tracking transient tenants • Operationalise your approach to fraud Book now: events/utilityweek.co.uk/debt