Utility Warehouse, a UK multi-utility company, experienced a dramatic drop in customer satisfaction and a 30% loss in retention during the switchover process.

We facilitated a strategic programme to analyse the entire CX and EXP end-to-end experience.
The outcome was an evidenced-based experience vision and prototypes to improve the multi-utility and lengthy onboarding process - with the mission to retain new customers, increase the NPS and dramatically reduce operational inefficiencies and costs.

To inform a 5-year product vision and help to define future product and service opportunities, we conducted global market research and validated the customer segmentation through in-depth research.