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Technology is ‘not a silver bullet’ for customer experience

High Wycombe, UK – 15 April 2016

Customer experience, rarely the preserve of national attention, has recently reached a peak and cropped up in a pair of revealing news stories.

First up – big six energy provider Scottish Power has fallen foul of regulatory attention. Scottish Power had initially invested £200 million on new technology in order to deliver smarter digital products and services to benefit its customers. However, during the implementation of the new IT system, the company ran into a number of technical issues, resulting in a large increase in the number of customer complaints and an £18m fine by the regulator Ofgem.
Read the entire article on ITProPortal.

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