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Poor customer service is one of the big drivers of churn in energy retail. It’s not difficult to recall a time when you’ve felt underwhelmed when querying an inaccurate electricity bill, when trying to understand a change in payment plan or when changing account after moving home.
But under the surface, there’s a fair amount of innovation happening to address customer pain points, particularly in the digital space. Our research points to a transition away from the traditional approach centred around operational efficiency towards a customer-first approach.
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