Case study
Enhancing customer experience for a utilities company
Situation
A utilities company had a significant gap between its current customer experience capabilities and its target, as well as those of leading customer experience companies. A consultant was asked to develop customer experience strategy. Delivery Partners helped develop hypotheses regarding potential improvement opportunities.
Our work
- Identified major “as is” processes and operational business flows
- Built the company’s experience / life-cycle and touch point map
- Helped create a high-level customer experience and customer service excellence vision
- Developed hypotheses and prioritized potential improvement opportunities (both short and long-term)
Results
- High-level customer experience and customer service excellence vision
- Customer touch point map
- Hypotheses regarding potential short and long-term improvement opportunities