Project example

On the current liberalizing energy market, energy suppliers have to differentiate themselves through customer experience. Therefore, supported by ECON, E.ON started an initiative called “end-to-end customer journeys”. The goal of this initiative was to support regional E.ON units to improve their customer journeys.

Focus of the journey design was a critical analysis carried out with the client. With the help of skill training, e.g. working with personas, ECON was able to improve employee skills with regard to empathically understanding the client. In order to have the right level of customer journey design standardization between the regions, a combined approach with sprints was chosen. A sprint is a project lasting for six weeks where our consultants work closely together with local experts and experts from the global Center of Competence for Customer Experience whilst focusing on specific changes and/or products.

These sprints are followed by specific changes, such as the implementation of dash boards to monitor journey indicators or journey governance for different stages and touch points. Furthermore, ECON has also implemented improvements to existing customer journeys. The exceptional work carried out by the different countries involved has now been transferred into one consistent format which can be used by everyone.

“Overall, this is probably the most interesting and most challenging project of my career so far. I have learned a lot about customer interaction – but also about project management. Especially at the end of the project when I had the opportunity to lead a sprint and to take care of a team of E.ON clients.”

Ligia, Senior Project Consultant