CX TALK: How E.ON Has Integrated Their Personalisation Strategy Into Their Customer Strategy





Keith Fletcher is the Head of Customer Experience Change Programme at E.ON. In an interview at the Executive Customer Contact Exchange UK he discusses:

  • How E.ON is making customer experience integral within their business strategy
  • The main challenges they faced during the transitional period and how they overcame these
  • Creating a coherent customer strategy across a diverse geography
  • Their personalisation strategy and how they’ve integrated it into their customer strategy
  • How he sees the customer contact changing in the next 12-18 months
  • Whether the right solutions and technology are available to stay on top of the market developments


Keith Fletcher is the Head of Customer Experience Change Programme at E.ON. In an interview at the Executive Customer Contact Exchange UK he discusses:

  • How E.ON is making customer experience integral within their business strategy
  • The main challenges they faced during the transitional period and how they overcame these
  • Creating a coherent customer strategy across a diverse geography
  • Their personalisation strategy and how they’ve integrated it into their customer strategy
  • How he sees the customer contact changing in the next 12-18 months
  • Whether the right solutions and technology are available to stay on top of the market developments