This insight report explores how data-driven strategies can significantly improve customer service in the utilities sector. Utilities face challenges in customer engagement, especially with vulnerable populations. Using digital tools like AI, mobile apps, and analytics, companies like Cadent and Anglian Water personalize support and improve operational efficiency. Case studies show how predictive analytics can reduce call center volume and increase service responsiveness. Overcoming legacy systems and promoting data sharing across sectors is key to digital transformation. Real-time metrics, automation, and proactive service are essential for future success.

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