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 Manager
CEO, Alterna CX
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