Northumbrian Water Limited's journey to #1 with Genesys Cloud.
Elevating customer experience and workplace efficiency.
Northumbrian Water Limited (NWL) has been making waves in the utility sector with its digital innovation.
Using the Genesys Cloud CX® platform, NWL has harnessed automation, chatbots, and a diverse set of communication channels to streamline customer interactions, reduce costs, and secure the top spot in the "customer measure of experience" (C-MeX) ranking by UK water regulator Ofwat.
Three reasons to download:
-
Rocketing to the top: Learn how NWL's commitment to putting customers first and embracing digital channels resulted in the company being ranked #1 for C-MeX by Ofwat.
-
Seamless digital integration: Examine the comprehensive digital transformation NWL underwent with Genesys Cloud CX, and discover how NWL incorporated omnichannel comms to provide customers with a seamless experience and improve customer satisfaction.
-
Better operational efficiency and lighter workloads: Delve into how NWL improved operational efficiency by reducing transfer rates and leveraging automation to streamline multiple touchpoint interactions and shorten time to outcome.
