Thames Water has committed to investing in big data analytics over the next five years, with IBM winning the contract to oversee it.
With government plans to install smart meters in every home and business by 2020, the influx of information concerning consumption patterns will dramatically increase.
Lawrence Gosden, asset director at Thames Water, has pledged to focus on ‘delivering value, as opposed to just cost-efficiency’.
IBM aims to improve customer satisfaction by analysing reactions toward the brand on social media. Conclusions drawn from these analytics will allow the technology giant to identify new ways of transforming the Thames Water front office.
Customer services is just one of many energy and utilities roles.