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Andrew Franklin, Head of Experience Design at E.ON UK, joins Helen Winsor of Customer Management IQ to discuss the company’s greatest customer experience and service achievement, challenges along the way and top tips to overcome them. He also reflects on changes in the customer experience frameworks for utilities and in regulation and policy are affecting customer service and experience within UK utilities. Another area touched upon by the interview is smart metering and how E.ON UK is approaching this development. Finally, Andrew talks about what customers are looking for from the energy providers in terms of customer service and gives some examples of what he regards as inspirational companies who are doing well at providing a good customer experience.