Vodafone Europe invited James to present at their European-wide billing seminar in London. Explaining the key difference between an internal and external perspective, James presented Rubuss research on how difficult most utility and telecoms bills are to understand for customers.
He demonstrated how complex most customers find even a ‘simple’ bill. He explained the steps in culture, process and communication that firms need to take to make bills clear for people – and the cost savings in doing so.
