Utilities Articles

Fostering customer engagement water
Customer Servicing

Fostering customer engagement in the water industry

Vulnerability understanding 2018 308 176
Vulnerable customers

Vulnerable customers – Wins in 2018 and goals for 2019

Bill shock 308 176
Complaints

Softening the impact of winter bill shock

Vulnerable 308 176
Complaints

Customer support should be targeted at the most vulnerable customer groups

Jeannette Lichner board performance 308 176
Culture

The quickest way to improve your board’s performance? Focus on culture, value and behaviours

Put customers at the heart 308 176
Operational Excellence

Customers at the core – how customer-centric is your business?

Integrity blue
Outsourcing

Switching providers – How outsourcing can help companies maintain a competitive edge

True value of outsourcing eye 308 176
Outsourcing

The full picture – Weighing up the true value of an outsourcing agreement

Standing still 308 176
Complaints

A penalty for loyalty? – Reactions to the citizens advice super-complaint

Capacity planning 308 176
Outsourcing

The holiday period is coming – Capacity planning for winter surges

Zein uk skill gap 308 176
Learning and Development

The UK Skills Gap and Lifelong Learning

Jeannette Lichner blog NED 308 176
Culture

Guest Article: A big opportunity – Accelerating the impact of newly appointed directors

Water weather 308 176
Complaints

Keep communicating when extreme weather strikes

Growth green
Financial Crime

A single customer view is critical when mitigating financial crime risk

Path yellow
Senior Managers and Certification Regime

Board Evaluations - The Four Most Common Findings

Path blue
Outsourcing

The key to outsourcing success is selecting the right partner

Path purple
Technology and Data

The Secret to Achieving Quality Output from Robots

Path yellow
Technology and Data

Reducing complaints through robotics

Connections purple
Culture

'On the agenda’ - board discussions in 2018

Growth yellow
Financial Crime

CEO fraud - A simple and significant threat

CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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