There is no silver bullet to transformation. In the past 4 years, E.ON have developed and executed a unique and highly successful strategy and roadmap to drive their customer experience transformation. In this session, Balazs will share their comprehensive approach, step by step execution and lesson learned to provide guidance for those who are on the same journey.
· Redesign your customer experience with service design
· Driving customer centricity by developing a customer culture across the organisation
· Combining service design, gamification, NPS and key business metrics to develop your comprehensive transformation toolbox
· Developing and driving the digital customer service agenda