View this webinar to understand how utilities can use artificial intelligence (AI) to drive personalisation and hear from Severn Trent and CX thought leaders on key trends shaping customer experience in the utilities sector. How utility firms are delivering personalised service across different channels – and what could be holding this back. As well as
In 2022, Customer Experience is a clear differentiator for utilities providers. Like all organisations, during lockdown Severn Trent had to find ways to maintain service in the face of reduced staffing levels in the contact centre. Read their story to understand how they transformed their contact centre, delivered significant savings, exceeded customer service targets and
Over the next eight chapters, you’ll look at some of the key things you need to consider when building a digital- and customer-first contact centre – from emerging technologies and approaches to new attitudes and cultures.