While we are still well above ‘normal', energy wholesale prices have fallen significantly since the peak of the energy crisis. If it...

Considering broader people transformation, rather than isolated symptom-driven fixes, can have a huge impact on your EBITDA. In this...

In our previous blog on Customer Experience, we explored the impact of process optimisation on service quality. We highlighted the value...

In Energy and Utilities, process optimisation is key to delivering a great customer experience. Being able to reduce waste and drive...

If a complaint goes to the Ombudsman, then you're facing hundreds of pounds in case fees to resolve the issue.

When a customer contacts a supplier to complain, the best journey they can experience is for their issue to be resolved there and then....

Taking a hard look at your Contact to Complaint Ratio can help identify processes needing urgent improvements.

Here at BFY Group we aim to solve the most challenging problems clients face, creating opportunities for them to increase their...

Maintaining contact with the customer when resolving their complaint is key - in this article we provide some real world pointers

Industry data shows that change of supply, billing, and read dispute complaints require further actions to resolve the issue, often...

Kev leads our continuous improvement and lean transformations, working with leaders to deliver our Operational Excellence programme.

BFY help you think ahead and solve your most challenging issues, with a team of operational excellence experts and deep industry expertise.

Lauren leads our clients through Operational Excellence, Lean Transformations and Continuous Improvement activity.

Joseph supports our Retail clients to improve their operational processes and business performance.

Wade works with clients to improve processes and customer journeys.