CX Superheroes podcast - Series 16 Episode 3 - From Passion to Best Practice - Kayleigh Harwood - Utility Aid

In 2025, energy broker Utility Aid, dedicated to the charity and NGO sector, collected 'Most Trusted Utility Broker'. Recognised as a leading UK company in this field, we caught up with Kayleigh Harwood, Customer Service Director to understand what make Utility Aid stand out from the crowd. In the latest episode of the CX Superheroes, hosted by Lexden CX's Christopher Brooks you will hear how success is earned. Kayleigh shares the passion she has for ensuring customers get the outcome they deserve, and a valued experience to arrive there. Kayleigh explains in conversation with Christopher that her passion for delivering great customer experience started long before joining Utility Aid. Being a part of Utility Aid has helped her appreciate just how much you can achieve on behalf of customers, when the culture of the business embraces it too. We hear how having a deep understanding of your customers, charities in the case of Utility Aid, helps you empathise with their challenges, such as not always having expertise in utility contracts to ensure the charity is getting the best deal. It also means alot of effort goes in behind the scenes to ensure the effort of those in the charity are not spending their time wading through admin. Their priority is serving others in society who need support, which makes Utility Aid's involvement more of a purpose for all, as Kayleigh explains. We all hear about the importance of celebrating gains in CX, and recognising progress. Kayleigh provides great insight into this and the impact it can have on motivating colleagues to achieve more. Kayleigh and Utility Aid provide a strong justification to be recognised as leading role models in customer experience, which is high praise considering the guests we've had on this podcast. Tune in and discover why we hold them in such high regard.