Linked in ⬆️ update more good news18 Feb 2026 20:14
The 2026 Utility Week Customer First Forum landed in London last week, and our Capita sponsorship gave our Energy and Utilities market leader, Mark Howe, the perfect stage to share our industry best-practice and CX insights in Energy and Water, alongside Editor-in Chief, James Wallin, CCW's Mike Keil, and Jamie Anderson from the Trust Alliance Group.
💡The panel challenged the question - Is the definition of great customer service changing?
Our stance is a huge yes, and we see it first-hand across our growing U&E client space - the utility sector is quietly making bold moves in game-changing experience design, oftentimes leading the way in next-gen AI, and challenging status-quo failure demand with intelligent insights and reimagined workflows that deliver measurable efficiency and service improvements at scale.
Mark shared our experience of the shift from transactional resolution to anticipatory, insight-driven support across both Energy and Water, with some of the transformation initiatives he has been driving in the last 18 months:
✨ Empowering knowledge as the bedrock of service excellence with intelligent gamification, just-in-time coaching, and simulation training straight from the desktop, reducing knowledge complexity and improving frontline recall.
✨ Targeted approaches for diverse customer needs with dynamic self-learning LLMs and Agent Assist tools that transform volume into value.
✨ Insights and analytics for better outcomes, meaning we can redesign complaints from the root cause out, enabling faster, fairer resolutions that benefit both customers and providers.
✨ Agentic Collections with smart data layering that creates space for higher debt recovery, preventative delinquency management, and faster cash flow.
🌊 A rising tide lifts all boats 🌊
We believe that great outcomes deserve to be shared - thank you to the event organisers for welcoming the team, and for curating a great conference of leading minds across the sector.
#CX #AI #AgenticAI #Energy #Utilities
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