How Utility Companies are re-thinking their CX in their contact centres – Keith Gait, MBA CCXP at the Customer Experience Foundation, shares insights from their latest Utilities CX report.
The winter weather is worsening, with Britain’s storms being deemed strong enough to be given their own names, leaving thousands without water and power, and according to a study by Uswitch the number of Britons who experienced their internet connection failing for at least three hours has almost doubled in the last year!
Addressing these distressing situations underscores the importance of promptly resolving the issue and maintaining transparent communication with affected customers throughout the entire resolution process.
CXFO recently produced a CX report following a round table event with leading Utility organisations and here are some insights… Read More
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