Tighe Wall

Chief Digital Officer Contact Energy

Hybrid Day Two: Thursday, 20 May 2021

Thursday, May 20th, 2021

9:40 AM Contact Energy Strategy Journey: Using Customer Experience as the Trojan Horse to Transformation

When Tighe Wall, Chief Digital Officer of Contact Energy, first joined the team, he was tasked with ensuring the organisation became best in class from a digital and CX perspective. 

12 months later and the team have rolled out new initiatives to ensure their CX, service design and UX team were each able to build on the capabilities required to improve customer journeys and the overall CX structure of the organisation.

By tracking progress in digital self-service interactions, NPS and building a richer CX framework, learn how Contact Energy have improved customer loyalty and retention during times of change.

  • Driving enterprise-wide change: Getting existing siloes recognising long-term efficiencies in customer experience requirements
  • Improving the end-to-end customer journey through the right levels of AI and digital transformation 
  • Delivering strategic enablers for data insights and advanced analytics
  • Advancing customer personalisation initiatives to maintain brand loyalty and reputation