Joana de Quintanilha, VP, Principal Analyst

Keith Fletcher, International Customer Experience Manager at E.ON

Show Notes:

Since 2008, E.ON has been on a path to use journeys, not processes, as the building blocks for sustainable growth. Its customer journeys are key to giving over 47 million customers access to a sustainable supply of electricity and heat, with the aim of becoming climate neutral by 2040. Effectively leading a journey-centric transformation requires pulling six operational levers — structure, culture, talent, metrics, processes, and technology — in concert. In today’s episode, we talk to Forrester VP and Principal Analyst Joana de Quintanilha and Keith Fletcher, International Customer Experience Manager at E.ON, to understand: 

  • What is journey centricity and why is it important? 
  • How has E.ON’s central CX team empowered local teams across nine markets to execute on a journey-centric strategy? 
  • What were the biggest challenges and catalysts for change? 
  • What KPIs did E.ON measure to track the pace and trajectory of change? 
  • How is E.ON balancing the ongoing challenge of adding new journeys like solar power adoption vs improving existing journeys? 

Tune in this week, and the following Tuesday, to hear more about journey centricity at E.ON.