Customer experience

Creating brilliant customer experiences and providing meaningful engagement requires a deep understanding of customer needs, effectively implementing digital solutions and making the right process and organisational changes. To help, we work with utilities to:

• Establish effective customer experience transformation strategies
  We first identify challenges and create a vision of desired outcomes. We then design pragmatic and comprehensive roadmaps to achieve the vision. Finally, we develop robust business cases and provide guidance and direction on how to initiate successful transformation programmes. To accelerate the process, we use a variety of tools ranging from design thinking workshops to a customer experience maturity assessment.
• Optimise meter to cash and customer care
  We improve business and customer efficiency and effectiveness by optimising the meter to cash value chain and customer care processes.
• Develop innovative products and services
  We employ innovation processes to create products and services that not only meet current customer needs, but also anticipate future demand. And our regulatory experience means we consider the frameworks within which utilities operate.
• Enhance field operations
  Field operations is the face of transmission and distribution, and a critical part of the customer experience. We can transform the mobile workforce with new digital solutions and improve overall efficiency.
• Use analytics to transform customer experience
  We work with you to translate data into actionable insights that will enhance all aspects of customer experience, including establishing fundamental data management and analytics strategies, the use of artificial intelligence and natural language processing, optimising engagement through social media, and implementing voice of the customer programmes.