“71% of consumers expect personalised interactions, and 76% are frustrated when this doesn’t happen.”
– McKinsey, 2024
In a utilities market that is characterised by increasing distrust, scrutiny and regulatory pressures, effective customer communications has emerged as the answer to rebuilding customer trust and loyalty. And as a result, utilities companies are in a race to reinvent the way they communicate with their customers.
However, utility companies are hamstrung by legacy tools that are unable to support personalised, 1-to-1 customer comms. Fragmented systems create costly silos and inconsistent messaging. Template comms are unable to influence customer behaviour and drive value-add initiatives, such as smart-metre adoption. And long term, customer loyalty is at risk, with 62% changing providers after a non-personalised encounter [Forbes, 2024].
So, how can you implement advanced digital solutions to personalise customer interactions and enhance CX and profitability?
ATTENDEES
Senior decision makers and other top-executives with a focus on Customer Experience and Operations working within multiple industries. This discussion will be valuable to you if you’re looking to gain customer trust and loyalty via personalised communication.
Attendance is capped to ensure every participant is able to contribute. The meeting is only open to invited participants or those who have been referred by a colleague or our partner, Quadient.
OUR CLUB PARTNER
A special thank you to Quadient for their continued support of the Change Makers Club.
Quadient Accounts Receivable by YayPay is an intelligent AR platform powered by data science for finance, credit and collections teams. Quadient automates the entire AR process, from credit to cash application, reducing manual work and saving time, helping collection teams see a 3x increase in productivity and strong ROI. With a range of clients including Cheetah Digital, WS Audiology and LogMeIn.
THE EXPERIENCE
All of our roundtables are focused, collaborative and informative. Thanks to a chaired and moderated discussion you will: gain insights and ideas from thought leaders in different industries, benchmark your own plans within a collaborative and confidential environment and network with an exclusive group of senior executives in similar size organisations to you.
The Team
James Harris
Founder
William Russell
Club Director
Aurora Zymberi
Club Director
Elle Brasier
Head of Operations
OUR SUSTAINABILITY PLEDGE
We’re committed to supporting our society and environment. When you attend a Change Makers Club event, we pledge to neutralise your carbon footprint. To offset your travel or energy usage we will plant a tree via One Tree Planted. Once mature, the average tree has a net absorption of 30 kg of CO2 per year, which equates to 227 miles of travel by car or 96 hours of office usage. You can see our maths here.
Learn more here: https://onetreeplanted.org/
If you have a question about attendance, please contact me:
Aurora Zymberi
Club Director, Change Makers Club