Case Study

Case Study: E.ON’s Journey-Centric Transformation Across Nine Markets

How E.ON Embraced A Journey-Centric Federated Operating Model To Co-Create Value For Customers And The Business

November 17th, 2023
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
With contributors:
Martin Gill , Maxie Schmidt , Victoria Manes , Demi Starks

Summary

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. CX pros should read this case study to learn how E.ON overhauled nine key customer journeys and created federated journey teams across nine geographical markets with a center of excellence.

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