Enhancing customer experience
Customer Experience
Empowering teams to enhance customer experience
Customer Experience (CX) has become a distinct and vital focus for energy and utilities, extending beyond traditional customer service to encompass the entire customer journey - from brand perception and marketing to product quality and satisfaction.
Our team hold extensive experience in delivering CX-enhancing projects, while driving measurable business outcomes.
Regulatory initiatives like Ofgem’s Consumer Confidence programme, and Ofwat’s focus on service standards, are accelerating the shift toward customer-centricity. These efforts compel companies to prioritise trust, transparency, and service excellence, making superior CX a critical factor for compliance and competitive advantage.
We firmly believe that exceptional CX begins with engaged and empowered employees. Recent client successes include:
- Enhancing agent conversation skills to drive +34 CSAT and £275m cash position improvement
- Implementing a billing transformation programme with £18m unbilled prevention per year, and 150 FTE savings
- Uplifting leadership capability by 40% at E.ON Next, through an immersive leadership development programme
Customer Experience
Applying real-world experience and expertise
Leveraging our operational experience at the largest energy and utility suppliers, we help organisations to tackle key customer experience challenges driven by regulatory pressures from Ofgem and Ofwat. This includes improving service quality, operational efficiency, and customer engagement.
Common challenges include low customer satisfaction, gaps in omnichannel capabilities, balancing AI with human touch, customer service inefficiencies, billing accuracy, and fostering a customer-centric workforce.
Our solutions address these challenges through:
- Process reviews to improve service delivery and operational efficiency
- Billing transformation to increase accuracy and timeliness, while reducing revenue leakage
- Empowering employees to improve customer interactions and satisfaction
- Data-driven personalisation to segment customers and offer tailored solutions, boosting loyalty and engagement
It’s been so rewarding to see the amount of work put in by businesses across a wide variety of sectors to demonstrate the best in CX, and a real pleasure to help choose the leading culture for customer-centricity, on behalf of BFY.
Jonathan Paton
Senior Manager
Customer Experience
Judging 'Best Customer-Centric Culture' at the UK CX Awards 2024
We’re proud to have been on the judges panel at the UK Customer Experience Awards for the ‘Best Customer-Centric Culture (SME)’ category, with Jonathan Paton representing BFY Group as a judge. We heard from leaders in a variety of sectors who are constantly evolving their approach to CX, and upholding exceptional cultural standards.
Customer experience remains a critical priority for our energy and utility clients, with impending regulatory pressure to transform service standards.
Jonathan recently shared best practices for improving customer experience, covering service culture and communication, in our free white paper here.
Our Team
Real-world experience
Jonathan Paton
Senior Manager
Jon specialises in Customer Operations leadership, customer contact, and operational service delivery transformation/improvement.
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Lauren McCullough
Senior Manager
Lauren leads our clients through Operational Excellence, Lean Transformations and Continuous Improvement activity.
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Jon Vincent
Senior Manager
Jon helps clients resolve problems with billing, settlements, and customer service.
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Kev Brown
Senior Manager
Kev leads continuous improvement and lean transformation projects with our clients, supporting customer operations to deliver our Leadership and People Excellence programme.
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Louise Willumsen
Senior Consultant
Louise helps clients to achieve Operational Excellence, and specialises in driving continuous improvement through sales and retention performance, and process efficiency.
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FREE WHITE PAPER
Getting ahead of the competition in a complex Utilities sector
Ofgem and Ofwat have made it clear that today’s service standard aren’t acceptable in energy and utilities. Achieving the uplift required can’t happen overnight, and the suppliers who act fastest can lead the way for the sector, while making significant cost savings and efficiencies.
Our white paper shows how this can be achieved, looking at:
- Optimising processes and communication channels, through a better understanding of customer needs and internal performance
- Leveraging technology and AI to simplify customer communication, while easing workflow and capacity
- Empowering teams to achieve leadership excellence and establish a winning servicing culture, that gets ahead of the competition
INSIGHT
Get the latest from our team
Differentiating the customer journey in energy’s era of ‘similar servicing’
Market share gain and great customer service are becoming increasingly linked in Energy. But as suppliers invest in new operating systems, with many opting for the same or similar providers, how will suppliers differentiate their servicing offering to create a competitive advantage?
Realising Ofgem's vision for a leading customer-centric Energy sector
Ofgem's customer service ambition makes it clear that today's service standards aren't deemed acceptable, with rising bills and record debt levels only amplifying these calls for change. It represents a new opportunity for suppliers to build a leading culture for customer-centricity, as we show here.
E.ON Next wins award for leadership development programme with BFY
We're proud to share that E.ON Next were winners at the Northern Contact Centre Forum Awards, receiving recognition for their leadership development programme, in partnership with BFY Group.