Shaping the future of customer experience

With Covid-19 acting as a catalyst to further accelerate our business transformation, we're using the opportunity to make sure we can respond to rapidly changing customer expectations and so that we come back better and stronger than before.

For our customers we know this means ensuring their voices, ideas and interests continue to be reflected in everything we do. We’re committed to ensuring wider diversity in our involved customer groups and we will make it even easier for our customers to share their opinions and shape the services we deliver through our Customer Services strategy.

So whether that’s looking at new technologies in our contact centre to unlock further efficiencies or focusing on how we develop our digital offer to support the way our customers want to interact with us - all of this forms part our commitment to creating an improved, modern service for our customers.

We’ll continue to share updates about our Customer Experience journey with you throughout the year.