Water and energy are essential commodities but customers choose their supplier with difficulty – or not at all. Customer focus talked to water regulator Ofwat and, for a different view, the switching advisor uSwitchread more
Sovereign Housing’s chief operations officer Jonathan Cowie – a vice president of the Institute of Customer Service – explains how his organisation is adapting to change by empowering its customers through individual engagement and co-creativityread more
The insurance industry has changed significantly in the time it has taken Amanda Blanc to rise from graduate trainee to CEO of Commercial Lines & Personal Intermediary at AXA Insurance. Customer Focus asks how advancing technology and comparison websites were affecting relationships with customers – and discovers they’re more important than ever.read more
Dale Vince OBE is the founder and CEO of Ecotricity – a company he first established in 1995, with a single wind turbine powering an old army truck he was living in at the time. Peter Crush talks to him about his dream of making UK power the greenest in the world.read more
Since the Coalition came to power in 2010, the UK’s public sector has endured unprecedented cuts to its budget, workforce and capacity. Customer focus discusses the challenge with a number of leading support services organisations who provide solutions through outsourcing and collaborative partnerships.read more
Cathryn Ross, chief executive of the industry regulator Ofwat, believes not only that water companies need to be responsive to customers’ needs and desires, but that those customer needs should be driving the water companies’ strategies. Moreover, it’s the water regulator’s job to make sure that happens. Andrew Sawers explores the challenges.read more
The DVLA’s head of Digital Operations and Data Input believes that the collection of vehicle tax should be a straightforward experience for all customers. David Hancock explains to Peter Crush how innovation combined with a relentless focus on getting the basics right is driving them towards a better public service.read more
Having run Gloucester and Brent Councils, the Benefits Agency and the Department for Education and Employment, Lord Michael Bichard is one of the UK’s foremost authorities on public service. He tells customer focus why public organisations need to do more to work together, and how they can provide the joined-up services their customers want.read more
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