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

Contributor:Tania Silva-Jones
Posted: 08/23/2016

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
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Contributor: Tania Silva-Jones