British Gas tackles omnichannel customer correspondence Utility firm hopes to map out customer communications to help deliver a better customer experience and improve the business Share this item with your network: By Published: 08 Jan 2021 11:37 British Gas has deployed cloud-based customer journey mapping technology from Quadient to improve customer experience across the business. The utility provider hopes the new system will help it provide more personalisation for its customers and measure how this affects the wider business. Implementation of the cloud-based Quadient customer journey mapping system will enable British Gas to create and manage in-depth what Quadient describes as “intelligent journey maps”. These are used to visualise the customer journey, help in the orchestration of customer communications and enable British Gas to provide insights into customer satisfaction levels and business impact at each touchpoint.