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.
Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).