27 - 28 May, 2019 | Sofitel Sydney Wentworth, Sydney, NSW
Carly Irving, General Manager Customer market and Operations at Energy Queensland

Carly Irving


General Manager Customer market and Operations
Energy Queensland

Check out the incredible speaker line-up to see who will be joining Carly.

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Conference Day One: Monday, 27 May 2019

Monday, May 27th, 2019


12:05 PM EnergyQ Case Study: Empowering Customers With The Power Of Choice Through A Transparency Driven Service And Strategy Transformation

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