E . ON NEXT
“ Especially in the industry that we ’ re in , we know that customers want honesty and transparency . They want the message , even if it ’ s a hard message , they want it to be transparent , they want it honestly , and they want it proactively .
“ With personalisation , they need things that are catered to them and that ’ s important across any and every industry . Personalisation has been something on top of the agenda for more than a decade . I don ’ t think any industry or company has fully mastered it and I think it ’ s always on the agenda .
“ And then simplicity : we want to make the action that the customer wants to do easy , simple and clear .”
Using metrics and insights to provide better CX For any business today , getting the right customer experience tools for its people to leverage is essential . Tools to leverage data insights can empower organisations to be more customer-centric .
As Khaled describes , E . ON has a department it refers to as CX Intelligence with the aim to build a 360-degree picture of the customer .
“ A lot of organisations have voice of customer programmes , which are fantastic , but you tend to speak to a handful of customers and listen to their feedback in certain control situations and that almost gives you a piece of the puzzle . What we like to do is get the full picture .” To paint this picture , E . ON Next aims to understand what customers are saying through various channels , thanks to a tool from Customer Experience Intelligence platform Chattermill . Collecting feedback and insights from customers across multiple channels – from reviews on
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