By Staff Writer on Mar 8, 2021 1:15PM Exploring the new phase of digital marketing. Technology has transformed the way organisations interact with customers, but whether customers have responded positively, or at all, is another story. Customer engagement has been particularly tricky for utilities, considering that in the past, many people didn’t give their service much thought after signing up – except to pay bills. This was true of AGL customers. “A lot of our customers don’t engage,” says Glenn Waterson, general manager of customer market operations at AGL. So when AGL set a goal of halving the number of external complaints it received, it also looked at how it was engaging with its customers.