CENTRICA
James has watched the potential of AI blossom over the last two decades , as he looks back to studying computer science at Reading University in the UK . From those early days , his career has gone full circle from those early modules in AI , to arriving at Centrica on the service desk , before stepping through the ranks to his current role at a company steeped in history .
“ The cloud is where cutting-edge technology like AI is first introduced . It gives Centrica so many different options with different providers , solutions and services ,” he explains .
“ We can build and generate products that our customers need and want , as well as evolving our operations to help us improve our customer service . For example , by giving our agents and contact centres the right tools and technology to deliver great customer service in the moment .”
Centrica ’ s digital history At Centrica , being on a journey of digital transformation has become the status quo for almost a decade . Centrica is now laying out its roadmap for supercharging AI augmentation across the business in the coming 12-18 months , all in service of its goals of net zero as a company by 2045 and for its customers by 2050 .
“ Centrica is a 200-year-old company . It ’ s been around for a long time ,” he says .
“ Technology has not always been our strongest point , but we ’ re moving to become more tech-led and use technology to our advantage , making us quicker , and focusing on customer service and getting the most value for
“ The cloud changes and transforms the way we can work . It makes us quicker . It makes us more agile . We can respond to market conditions very quickly ”
JAMES BOSWELL DIRECTOR OF CLOUD , CENTRICA
our customers by using technology in the best possible way .”
Centrica dates back to 1812 with the founding of the Gas Light and Coke Company , the world ’ s first public utility . The UK gas industry grew over the years , culminating in the formation of British Gas Corporation in 1973 . After British Gas was privatised in 1986 , Centrica emerged in 1997 following the demerger of British Gas into three entities : Centrica , BG Group and Transco .
Retaining the British Gas brand , Centrica focused on energy supply and services and is today a leading UK energy provider , expanding into renewable energy and other related services . Centrica has been on a modernisation journey , with its Hive IoT remote thermostat platform , moving to SaaSbased customer service tools and using data and AI to improve customer service .
248 September 2024