In the sixth episode of Talking Utilities, I was joined by Adam Rowlands, Head of Digital Operations Support at British Gas.Adam brings 17 years of experience at British Gas to this episode and was able to offer a really wide view of what innovation means at a monolith like British Gas. We also discussed the importance of an omnichannel approach to customer comms and expanded on what sort of user-research goes in to the different iterations of their mobile and web platforms. Not to be missed this one, enjoy!