Gas in a digital age

Digital technology is transforming the way people engage with organisations, access services and manage their every day lives. As the energy transition accelerates, digital channels and AI are playing an increasing role in how customers interact with the energy sector.

Our latest edition of Energy Diaries – Gas in the Digital Age – uses in-depth customer research to explore how people across the digital spectrum experience and engage with energy services, highlighting the opportunities and challenges that come with an increasingly digital future.

Cadent’s latest Energy Diaries, produced alongside Thinks Insight & Strategy, explores the ways that different groups in society feel about managing their energy digitally. Key findings include:

• Over two thirds (69%) of the public are worried about the increased use of AI in government and public services.
• More than three in five (62%) are worried about the use of AI in customer service, such as chatbots.
• Only two-thirds (68%) of people feel digitally confident, despite 94 per cent going online.
• Two in five (40%) people living in fuel poverty cannot afford to repair or replace a digital device if it fails.

Download Energy Diaries: Gas in a digital age for free to explore how different customer demographics currently interact with energy services, where digital tools can make things simpler and more effective, and where they risk leaving people behind.

Utilities United Against Scams

We interact with customers daily to ensure they are aware of the scams that might be susceptible to. We know that it is becoming easier for criminals to pose as legitimate companies and scam people out of large sums of money.

To support customers, we continue to work with other utility companies and National Trading Standards to ensure people are more aware about scams they could face.