Fuelling the Future of Customer Experience in Utilities: Insights from the Frontline
Explore frontline insights from Yü Energy as they reshape their CX strategy with the help of Onecom and Five9. From embracing multi-channel communication and self-service tools to strengthening transparency and trust, this report reveals how modern utilities providers are redefining what great customer experience looks like during a time of national change.
Learn how to build a resilient, customer-centric utilities operation by understanding the challenges, opportunities, and innovations shaping the future of the industry.
This guide covers:
• The Evolving Utilities Landscape: Gain clarity on the pressures facing energy providers - from rising inbound queries, to growing customer frustration during the energy crisis.
• Digital Transformation at Scale: See how multi-channel tools, automation, and AI-powered assistance are helping utilities strengthen accessibility and deliver faster, more accurate resolutions.
• Transparency That Restores Trust: Understand why clear communication, accessible billing information, and proactive support are key to improving customer confidence.
• Optimising Resources for Demand: Discover how forecasting tools and smart workforce management are enabling providers to respond effectively during peak periods.
• Balancing Automation and the Human Touch: Learn how utilities can streamline workflows with AI while preserving meaningful personal interactions where they matter most.
