October 24, 2018

Business Stream: Another Successful Year for Water Supplier

Water Supplier Business Stream has been crowned in the Best Utilities category at the 2018 UK Customer Experience Awards.

Known – for good reason – as ‘The Water Experts’, the Scottish Water subsidiary returned to Wembley Stadium following their success at the 2017 event, when they won three category Gold titles.

Representatives including Director of Customer Operations, Jo Mayes, attended the event to present before the judging panel and offered an overview of the brand’s recent achievements, including the implementation of a market first AI on-boarding solution fully driven by Robot Automated Processing; a Digital Customer Experience Transformation (DCX) Programme including the launch of the Business Stream App; and the delivery of a ‘Customer First Strategy’.

Jo said: “Our vision is to provide a market leading Customer Experience in an increasingly competitive market. We have set an ambitious strategy to increase our market share over the next three years both in our existing Scottish market as well as the newly opened English market which we entered in April 2017.

“Customer experience is our key differentiator in both these markets, in terms of growing our customer base as well as retaining our existing customers. We know that to deliver market-leading experiences we need to be innovative, agile, and

forward thinking and we need to have a deep understanding of our customers needs if we are to succeed. To that end, we invested significantly this year in our CX capability, challenging ourselves to think differently as to how we can achieve our ambition.”

Alongside the Best Utilities Gold award, Business Stream’s Customer First Strategy led to a Bronze award in the Best Customer Centric Culture – Insight and Feedback category.

“The Business Stream Customer First Strategy was introduced to shift our focus and place the customer at the heart of what we do,” Jo continued.

“Over the past 18 months we developed actionable CX measurement with root cause analytics across all journeys, launched a customer quality framework and transformed our digital Customer Experience.”

Customer Experience