Following a competitive pitch, Castle Water chose the Squiz Digital Experience Platform (DXP) to deliver cost reductions and quality customer care via digital channels.

Utilities' guide to serving the connected customer - Delivering dynamic customer experience and ROI through self-service

The automation of services is revolutionising the way organisations interact with, and serve, their customers. Automating routine interactions and shifting them online has clear benefits for companies and their customers, but getting these digital projects right takes planning.

In the initial stages of COVID-19 lockdown measures, businesses were left scrambling to adjust to entirely new ways of working and business pressures. But, as we slowly learn live with pandemic restrictions and businesses tentatively start to resume limited operations, marketing teams may be asking themselves ‘what now?’.

There was a time, back when customer experience (CX) platforms were still considered ‘emerging’ technologies, that certain vendors tried to sell the ‘single vendor, single customer view’ dream.

The global pandemic accelerated the pace of change for organizations across every sector in every region of the globe. As more organizations shift services and information to digital channels, trust has become a key concern for customers. This article explores the importance of striking a balance between speed and confidence to deliver on customers' ever-increasing digital demands.