Utilities Articles

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Vulnerable customers

‘Consumer Vulnerability’ - What will 2018 bring?

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Vulnerable customers

The commercial benefits of treating customers fairly within the utilities sector

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Customer Servicing

Customer engagement – The key to good outcomes

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Customer Servicing

Rewarding customer loyalty – How can reward schemes in the energy market provide real customer benefits?

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Culture

Gaining the advantage in a changing energy industry

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Operational Excellence

Smart meters – how can firms minimise the conduct and operational risks and maximise the benefits?

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Financial Crime

‘Failure to prevent’ economic crime - how should firms respond to this shake-up in corporate law?

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Customer Servicing

Customer outcomes are just as important as satisfaction in the utilities market

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Vulnerable customers

Customer Vulnerability in the Energy Market

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General regulation

How will principles-based regulation (PBR) change the energy market?

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Culture

Leadership and culture

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Complaints

Social media and customer complaints

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Customer Servicing

Price comparison websites - A thematic review and the Huntswood view

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Vulnerable customers

Considering vulnerable customers: are you doing all you can?

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Culture

Culture - Think and understand before doing

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General regulation

Consumer apathy or barriers to switch?

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Culture

Powered by emotional intelligence

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General regulation

Changing face of conduct regulation

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Culture

Behavioural economics in practice

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Culture

Will to power? Understanding individuals to build teams

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The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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