16 min listen
345: Journey Centricity At E.ON: Part 1
FromThe CX Cast
ratings:
Length:
24 minutes
Released:
Mar 12, 2024
Format:
Podcast episode
Description
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. Effectively leading a journey-centric transformation requires pulling six operational levers — structure, culture, talent, metrics, processes, and technology — in concert. In today’s episode, we talk to Forrester VP and Principal Analyst Joana de Quintanilha and Keith Fletcher, International Customer Experience Manager at E.ON, about E.ON's journey with journey centricity.
Released:
Mar 12, 2024
Format:
Podcast episode
Titles in the series (98)
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