UK Power Networks

“Expect the unexpected” “Constructive and incisive challenge that changes thinking and delivers what is needed” “Imaginative, memorable interventions – 8 years on and our frontline team still remember” “Fast-paced and fun” “Bring pragmatic, effective and often very simple ideas that we hadn’t considered”

Customer Experience is critical to Matt; he is responsible for the provision of electricity to 8 million UK customers in the East, London and the South East. He is measured by the Energy Regulator, Ofgem on service performance and penalised or rewarded to the tune of £20 million per annum based.

“Uncanny instincts for what the customer experience needs to look like in both established and emerging markets” “Brought real advantage to us in winning large contracts on the strength of the customer experience we could offer” “Loyal business partners” “Visionary – they are able to use their ability to see what customers need to create new brand new service opportunities”

As a rapidly growing organisation in the Utility sector, PH Jones were being challenged to positioning their core strengths differently for emerging sub-sectors such as smart metering and generating new services that were attractive to customers.

“We were pushed to get the balance right between commercially winning and doing the right thing, thus leading to long term operational excellence and a winning customer experience. The team left us with the gift of both employee experience and customer experience, now no discussion takes place without the customer being in the room”