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
David 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 CX
Gurol 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.
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