Closed Loop Podcast: Ep. 06
Ben Bax: CX Challenges and Opportunities in Utilities

In this episode of the Closed Loop Podcast, Ben Bax joins Darren Wake to explore the state of CX in the utility sector – and why many of the biggest challenges start outside the CX team.

Drawing on years of experience in regulated industries, Ben shares how outdated systems, organisational silos and reactive mindsets continue to create poor experiences for customers.

Together they explore what needs to change and how CX teams can bring operations, technology and human connection together to build trust and drive improvement.

You’ll hear insights on:

• The gap between modern CX strategy and legacy systems
• Why complaints are rising – and what to do about it
• Practical ways to turn customer feedback into action
• How to justify CX investment in risk-averse environments

If you work in a regulated industry and want to fix the root causes of poor experience – not just the symptoms – this episode is packed with practical ideas you can apply straight away.