How To Drive a Branded Customer Experience Transformation in a
Challenging and Highly Regulated Industry?
CX expert discussion with David Lloyd, International Customer Experience & Service Design Manager
Customer perception in the energy industry has evolved in the past 10 to 15 years. Over time, companies in the highly regulated industry started to compete by delivering a seamless, consistent, and brilliant experience throughout the year by providing the essential services customers expect.
In our expert opinion session, we’ve invited David Lloyd, International Customer Experience & Service Design Manager at E.ON, to discuss how to drive branded customer experience transformation in a challenging and highly regulated industry. We discussed maximizing opportunities with customers with relatively low contact frequency, CX efforts under an enterprise-level CX program, and the scalability of the CX program.
Here are some of our discussion topics
- Ensuring organizational engagement for a branded customer experience at E-ON as a group
- How to maximize opportunities with customers with relatively low contact frequency?
- How are CX related efforts orchestrated under an enterprise-level CX Program?
- How is the execution carried out in other E-ON countries? Is there a replicable customer-centricity framework?
- Key learnings and suggestions on how to drive branded customer experience transformation
International Customer Experience & Service Design ManagerDavid is a senior customer experience leader with a proven reputation for sustained and substantial improvement to key ROI and NPS metrics in a challenging and highly regulated environment. He is developing, delivering and measuring end to end customer journeys across all customer contact channels, geared towards driving a branded customer experience transformation. David has over nine years of applying customer experience change and cultural change techniques in complex, international customer facing businesses.
CEO, Alterna CXGurol Kurt is the co-founder of Alterna CX, the team behind the AI-powered Customer Experience Management solution. Alterna CX simplifies customer experience measurement and management for enterprises. Previously Gurol was the Customer Experience Director at TeliaSonera’s Eurasia Opco’s in 7 countries and before that was a Partner at the management consulting firm Peppers & Rogers Group.
The Future of Retail and Customer Experience
Yenal Gökyıldırım, CEO of MediaMarkt Turkey, talked about how the company adapted to the uncertainties and shared his view of the future of retail and customer experience. In our latest recording, Çağlar Göğüş, CEO of Doğan Holding, our moderator for this recording, asked critical questions to unveil the underlying reasons for MediaMarkt’s success. Watch now
Connecting the Dots Around the Customer
In our expert opinion podcast, Melih Ozgul, Head of Customer Experience and Continuous Improvement at Metro C&C Turkey, shared his expertise on customer experience process improvements. Listen now
How Can AI Boost NPS Program Effectiveness?
NPS is a simple metric to measure, but it is not that simple to improve NPS score. Higher NPS score does not always guarantee better performance in business KPI’s. Read more
With increasing competition across industries, it is more important to understand what customers are thinking about the products and/or services provided by companies.
Voice of Customer program enables companies to systematically capture, track, and analyze customer feedback and act based on the collected insights.
Discover Voice of Customer Solution