Trends Report

Enterprise Architects Can Transform Customer Engagement

The EA Program At British Gas Unleashed Trusted Field Staff As Brand Ambassadors

July 11th, 2016
AC
Alex Cullen
With contributors:
Laura Koetzle , Michael Barnes , Flora Zhang , Bill Nagel

Summary

Firms must use every point of contact between themselves and their customers to energize customer engagement. British Gas recognized that it was not making the most of its highly regarded field service staff and set out to develop intuitive, effective, and accessible tools to help employees deliver great service to customers. This report describes how that award-winning enterprise architecture (EA) program empowered engineers to serve as brand ambassadors and improved customer satisfaction levels and highlights key lessons for EA leaders.

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