Customer Experience (CX) Factory: putting customers at the heart of your business

Digital trends are changing the way consumers want to interact with their energy providers. How can utilities embrace digital and improve customer experience, while at the same time lower their operating costs?

innogy Consulting’s Expertise

The CX Factory is an iterative methodology that brings together customer-facing and back-office teams to visualize, design, test and optimize customer experience and E2E journeys. Tried and tested in over 11 countries and with 23 million electric and gas customers, the methodology is successfully driving customer experience improvements, employee engagement and lower operating costs in major utilities.

Case Study Example

Tasked with harmonizing customer journeys for innogy SE, we brought together the operating companies across all of the utility’s markets to design a process that would successfully integrate customer touchpoints into existing systems.

Want to learn more?

Contact our lead on CX,
Graham Dickson

© innogy 2019