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