Utility firms find themselves caught between tradition and transformation. Some companies within the industry are still working with legacy systems and face-to-face collections. Many though, are committed to a digital, customer-first approach. But to follow this path, the industry has a few image problems to sort out.
In the UK, the utility sector is a well-worn political target, and consumer trust is fairly low thanks to rising costs and a distinct lack of transparency. On a wider European scale, meanwhile, It has also historically been viewed as a notoriously slow mover when it comes to digital adoption.