CSM Magazine

MARCH 7, 2024

Currently, around 500 agents at Sigma Connected depend on Encoded’s Agent Assisted Payments solution to handle thousands of inbound and outbound calls every month from customers in the energy and financial services sectors. Calls relate predominantly to general customer service and early arrears enquiries.

Connections 52

Connections e-support Customer Experience Financial 52

TechSee

DECEMBER 17, 2019

The customer service game has changed for energy, gas and water companies. It’s no longer just about providing a reliable service to customers who have been loyal for decades – it’s about providing effortless utility customer experience. Utilities must reduce customer effort. Utilize Visual Assistance.

Customer Experience 136

Customer Experience Effort Score Competitive Advantage Comparison 136

Interactions

MAY 20, 2022

Because of the regulated nature for many utility providers, customer retention is often not top of mind. Utilities, are more benchmarking their CX performance against other industries to meet customer demand. With that in mind, pricing can’t be the only factor utility providers look at to stand out from the competition.

Self Service 62

Self Service Strategy Consumers Customer Retention 62

CSM Magazine

JUNE 27, 2022

The UK energy sector is hitting crisis point right now. However, research conducted by Macro 4 suggests that utility companies should be keeping a close eye on the service they provide to customers. We found that 58 per cent of energy customers expect higher levels of service in return for having to pay higher bills.

Customer Care 52

Customer Care Self Service Resources Social Media 52

PK

FEBRUARY 23, 2020

On the heels of the digital revolution, the new era of digitally-empowered utilities has officially arrived. Blockchain for energy trading. Though decentralized blockchain technology first became a household name with the rise of cryptocurrency, it stands to change how utilities and their customers produce and consume power.

Technology 52

Technology Software Customer Centricity CRM 52

Connective DX

FEBRUARY 23, 2020

On the heels of the digital revolution, the new era of digitally-empowered utilities has officially arrived. Blockchain for energy trading. Though decentralized blockchain technology first became a household name with the rise of cryptocurrency, it stands to change how utilities and their customers produce and consume power.

Technology 52

Technology Software Customer Centricity CRM 52

CSM Magazine

OCTOBER 10, 2023

Encoded’s solutions are trusted by many of the world’s leading brands including Mercedes-Benz, BMW, Mini, Toyota and retailers such as Samsung, Lush, The Wine Society plus a host of utility companies including Jersey Telecom, Shell Energy and Severn Trent Water.

Omni-Channel 59

Omni-Channel Banking Retail Innovation 59

AWS Machine Learning

JANUARY 30, 2023

Water utility providers have several forecasting use cases, but primary among them is predicting water consumption in an area or building to meet the demand. Also, it’s important for utility providers to forecast the increased consumption demand because of more apartments added in a building or more houses in the area.

Analysis 66

Analysis Training Resources Groups 66

North Highland

MAY 23, 2019

So how can utilities keep the lights on and pioneer our modernized, digitized future? digitally-enabled and sustainable energy provisioning strategies, data visualizations, smart meters, microgrids, advanced analytics, product innovations, etc.), Keeping Pace with Emerging Energy Sources.

Innovation 75

Innovation Fashion Consumers Hospitality 75

West Monroe

FEBRUARY 28, 2023

This is Part 2 of our series on gas utilities’ role in decarbonization. Read Part 1 on leveraging gas infrastructure in pursuit of a clean-energy future. cities with its Clean Energy DC Building Code Amendment Act , banning natural gas hookups for newly constructed buildings, effective beginning in 2026.

Measurement 52

Measurement Company Policies Transportation 52

West Monroe

JULY 26, 2021

Customer expectations are rapidly evolving in all industries—and utilities are no exception. Those utilities are being tasked with providing safe, reliable, and affordable service to customers while efficiently and effectively communicating, assisting, and collecting payment. See how your utility compares.

Self Service 52

Self Service Contact Center Customer Satisfaction Sports 52

Interactions

SEPTEMBER 19, 2023

Jak Katterfield, Product Marketing Manager at Interactions, sat down to talk with Lindsay Washburn, Senior Digital Product Manager at Evergy, and Ed Anderson, Senior Manager CXT Technology at Vistra Energy. Ed : I manage the Operations Command Center and the Call Center Telephony and Chat delivery and experience for Vistra Energy.

Self Service 48

Self Service Interaction Contact Center Call Center 48

Call Experts

APRIL 15, 2021

Then, you can outsource to industry professional support teams. Energy Information Administration, “Demand levels during the summer and winter months tend to be higher than demand levels during the fall and spring “shoulder” seasons when system demand for space conditioning (heating or cooling) is low. Confirmations.

Contact Center 98

Contact Center Advertising Tools Customer Experience 98

Magellan Solutions

MAY 3, 2022

As the lifeblood of most industries, there is no wonder why even the largest multinational companies aim to attract and please as many consumers as they can. Utility Sector. Dominion Energy. The common services utilized by companies under this industry are customer support and tech support. Financial Institutions.

Call Center 81

Call Center Company Telecommunications Banking 81

CSM Magazine

JUNE 18, 2020

Fortunately, the great scientists and technologists among us are working hard to create tools that promote energy efficiency, decrease your carbon footprint, and, best of all, help you save money on your utility bills. Energy Cost Calculator. Energy Consumption Analyzer. The app boasts having saved users more than $2.9

Transportation 52

Transportation Travel Innovation Software 52

CSM Magazine

DECEMBER 8, 2021

In her time at Localz, Colette has worked with some of the biggest names in housing, utilities and field service, while also helping small to medium-sized businesses understand where to make the most impact. Colette has over 16 years of customer success and account management experience. For more information: www.localz.com .

Customer Centricity 52

Customer Centricity Customer Satisfaction Customer Engagement Communication 52

West Monroe

JUNE 8, 2018

CS Week is the premier annual educational and customer service conference serving electric, gas, and water/wastewater utility professionals globally. Since then we have all heard that the utility business model is undergoing profound change.

Loyalty 40

Loyalty Self Service Chatbots Retail 40

West Monroe

DECEMBER 20, 2022

greenhouse gas emissions come from industrial sources. Sustainability and Net Zero survey said they believe the industry has a special responsibility to society to become more sustainable. Industrial IoT sensors can be used to gather data that enables insight into optimizing energy usage. All Rights Reserved. The result?

Metrics 52

Metrics Roadmap Leadership Analytics 52

West Monroe

DECEMBER 20, 2022

greenhouse gas emissions come from industrial sources. Sustainability and Net Zero survey said they believe the industry has a special responsibility to society to become more sustainable. Industrial IoT sensors can be used to gather data that enables insight into optimizing energy usage. All Rights Reserved. The result?

Metrics 52

Metrics Roadmap Leadership Analytics 52

CSM Magazine

AUGUST 10, 2022

The selection of Encoded in the early part of 2020 was part of an ongoing modernisation programme at The Wine Society to introduce more secure, Payment Card Industry Data Security Standard (PCI DSS),compliant payment processes and advanced e-Commerce capabilities, including a new website.

e-support 59

e-support Ecommerce Banking Innovation 59

CSM Magazine

OCTOBER 20, 2020

The firm is helping customers including Cazoo , Direct Line Group’s Green Flag business and South East Water , to boost their customer service using Amazon Connect. It has now expanded its services to meet the needs of other highly regulated industries including energy and utilities.

Net Promoter Score 52

Net Promoter Score Self Service Engagement Consulting 52

CSM Magazine

JANUARY 26, 2022

The payment industry will also continue to work together to tackle fraud. The landscape is constantly changing, but the payments industry is always introducing innovations, adopting new technologies and ways to combat criminal activity to prevent customers having their card data and personal identity information stolen.

e-support 59

e-support Banking Financial Innovation 59

Magellan Solutions

MAY 6, 2020

As the lifeblood of most industries, there is no wonder why even the largest multinational companies aim to attract and please as many consumers as they can. Utility Sector. Dominion Energy. The common services utilized by companies under this industry are customer support and tech support. Utility Sector.

Call Center 52

Call Center Company Telecommunications Banking 52

CSM Magazine

AUGUST 4, 2022

PCI DSS – Payment Card Industry – Data Security Standard. Encoded’s solutions are trusted by many of the world’s leading brands including Samsung, Mercedes-Benz and BMW,as well as a host of UK utility companies such as Green Star Energy and Severn Trent Water. MOTO – Mail Order/Telephone Order. *

Banking 59

Banking Poor Customer Service Technology Customer Experience 59

CSM Magazine

MAY 19, 2021

Compliance with the Payment Card Industry Data Security Standard, (PCI DSS) is essential when accepting payments, whether online, by a customer’s phone, digital channel or speaking directly to an agent. ller and Virgin, as well as a host of UK utility companies such as Green Star Energy and Severn Trent Water.

Multi-Channel 59

Multi-Channel Banking Retail Ecommerce 59

CSM Magazine

JULY 14, 2020

As millions of pounds are lost to Coronavirus scams, the Payment Card Industry Data Security Standard (PCI DSS) is enjoying a well-earned revival. Rob Crutchington shows how to drive compliance and build customer confidence using Agent Assisted Payments. billion payments over the same period. E-Commerce payments. IVR Payments. Mobile Apps.

Omni-Channel 52

Omni-Channel Customer Confidence Innovation CRM 52

CSM Magazine

JULY 13, 2021

It increased competition and set out common payment standards that benefited both customers and participators in the industry. ller and Virgin, as well as a host of UK utility companies such as Green Star Energy and Severn Trent Water.

Banking 52

Banking Financial Customer Confidence Customers 52

CSM Magazine

NOVEMBER 5, 2019

We are in the fourth industrial revolution: the IConomy. Localz has helped ‘Uberize’ s enterprises in the utilities industry including, British Gas, Welsh Water, OVO, Rentokil and Autoglass. The Localz platform is being used by the RAC, DPD, OVO Energy, Autoglass, Safelite, HSS, Clarion and British Gas.

Industry 40

Industry Communication Consumers Retail 40

Kustomer

JULY 1, 2021

While this is a hot topic in the industry, companies seem to be missing the mark. Either they put the customer on hold for too long because they don’t have enough resources to answer efficiently or they haven’t utilized data to their advantage to better understand the customer’s problems. Listen along to learn more. .

Wait Times 98

Wait Times Customer Experience Call Center Contact Center 98

CX Journey

NOVEMBER 6, 2014

Do the members of your team possess the skills to utilize these tools effectively? You’ve also spent time and energy fostering internal relationships on a daily basis. Sarah Simon is a career insights professional with 16 years of experience in the feedback industry. What VoC / CX technology and tools does your team own?

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

SAP Customer Experience

OCTOBER 25, 2023

Last October 18th and 19th, La Société wallonne des eaux (SWDE) hosted the 5th Executive Value Network for Water and Waste Water at the outstanding facilities of the Société Publique de Gestion de l’Eau (SPGE) at Verviers: two intense days of fluent discussions and networking among attendees and were everybody.

Industry 83

Industry Technology Management Customer Experience 83

West Monroe

DECEMBER 1, 2021

Decarbonization efforts are underway for utilities. But a clean energy future will require commitment, continued innovation, and strong customer engagement.

Innovation 98

Innovation Customer Engagement Engagement Report 98

West Monroe

OCTOBER 26, 2022

Utilities no longer need to own and operate multiple, disparate communications networks. The spectrum now needed to transport information for multiple use cases can cost tens or even hundreds of millions of dollars—depending on the size and population of a utility’s service area. Utilities in the U.S.

Telecommunications 52

Telecommunications Transportation Policies Wireless 52

BirdEye

MARCH 4, 2024

How drip marketing works Drip campaigns vs. nurture campaigns 6 benefits of drip campaigns 9 types of drip campaigns to try Reasons to use drip campaigns How to set up a drip campaign Drip campaign best practices Drip campaign examples and ideas by industry Drip marketing FAQs Become a drip marketing master with Birdeye What is a drip campaign?

Marketing 111

Marketing How To Multi-Channel Tips 111

AWS Machine Learning

SEPTEMBER 18, 2023

Informing design decisions towards more sustainable choices reduces the overall urban heat islands (UHI) effect and improves quality of life metrics for air quality, water quality, urban acoustics, biodiversity, and thermal comfort. Thomas Attree is a Senior Solutions Architect at Amazon Web Services based in London.

Analysis 95

Analysis Data Tools Consulting 95

SAP Customer Experience

FEBRUARY 4, 2022

Hi Utilities Community, Stay tuned! For now, please join our LinkedIn event: LinkedIn Best regards Melanie IBU Utilities. A video will follow soon ??

Conference 66

Conference Video Industry Customer Experience 66

West Monroe

DECEMBER 1, 2021

Utilities are facing challenges to attract and retain the future talent they need. But this also represents an opportunity for utilities to re-envision roles.

Industry 52

Industry 52