Until 2018, Energy Queensland was challenged with re-thinking how they interacted with customers who faced high energy prices, lack of service transparency and shortage of choices in how they interacted with the energy distributor. Embarking on a service transformation journey underpinned by data and digital capabilities, Carly documents how she re-focused the business to prioritize customer outcomes as well as business efficiency by:
Re-defining service offerings and interactions through a journey map overhaul and co-creation with customers
Improving agility and efficiency of customer experience management through AI-powered chatbot and digital experiences
Empowering customers with data to manage and adapt their energy consumption activities
Reducing cost of service delivery by building efficient, cross-functional teams
Check out the incredible speaker line-up to see who will be joining Carly.