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

Journey centricity leads to higher revenue, reduced costs, and better customer experience (CX). But becoming journey-centric takes many years and requires a change in operating model, moving six operational levers in concert. This webinar tells the story of how E.ON embraced a journey-centric federated operating model to cocreate value for its customers and the business.

In 2010, E.ON hit rock bottom. Customers sat with the executive board and shared some brutal insights — “I don’t know you, I don’t trust you, I don’t like you, and you’re probably destroying the planet, too.” E.ON had to improve CX and reduce detractors, as well as find ways to create devotees who stay loyal to the brand, are profitable, and forgive mistakes in a rapidly changing energy world. 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.

Key takeaways:

• Learn how E.ON overhauled nine key customer journeys and created federated journey teams across nine geographical markets with a center of excellence.
• Understand how E.ON established a clear “why” and got broad executive support.
• Learn how E.ON instilled a journey mindset and professionalized and decentralized journey roles.
• Find out how E.ON uses three tiers of metrics embedded across all layers of the organization with driver and ROI analysis.
• Dive into the results of E.ON’s ongoing transformation, including a 40-point improvement in strategic Net Promoter Score℠ (NPS).