Mia delivers Telco and Utilities Communications Strategy services in partnership with Elizabeth Stephen, supporting enterprises operating in highly regulated, high-volume customer communication environments.
Mia brings more than 20 years of experience advising regulated enterprises, including utilities, telecommunications and financial services organizations, on modernizing critical customer communications.
She helps telco and utilities organizations move transactional communications out of the “set-it-and-forget-it” category and turn them into meaningful customer experiences. Her work focuses on reducing friction, improving clarity and enabling customers to confidently adopt digital channels, without compromising compliance or operational stability.
How Telco & Utilities Communications Strategy are Supported
– Audits transactional and regulatory communications to identify friction points, redundancy and missed opportunities for engagement.
– Redesigns journeys to improve clarity, accessibility and usability across channels
– Understanding NPS/CSAT scores and how to improve those
– Leads workshops and advisory sessions to align stakeholders on communication strategy.
– Ensures communications support broader customer experience goals
Typical Outcomes
– Reduced Days Sales Outstanding
– Digital and paperless adoption improvement by 20–40%.
– Cohesive, end-to-end customer communication journeys
