E . ON NEXT
Ensuring CX initiatives are solving customer problems When it comes to delivering these CX initiatives , the company employs an S-curve model to manage CX projects , ensuring a tight feedback loop between customers and the delivery teams . This approach allows E . ON Next to iterate quickly based on real-time customer feedback , enhancing the relevance and effectiveness of their solutions .
“ S-curving is really paramount to the way that we work ,” he says . “ The idea is going back to the culture and the startup mentality of taking the problem finders – which are usually the people on the phones who know the customer better than anyone – and the problem solvers – which are your product delivery teams – and bringing them together and making sure there isn ’ t a gap between us and the customer .”
When launching products , especially CX initiatives , E . ON Next goes through an S-curving group : launched to sort a database of audience which is assigned to one of the company ’ s customer service teams . This means that when those products are live , any feedback or interaction that the customers are having with one of E . ON Next ’ s customer service agents is fed immediately back into its delivery teams .
“ One of the things that you lose in a CX initiative is that connection with the customer immediately . Being able to adapt , react , iterate , optimise based on immediate customer feedback is so crucial , especially if you want to be customer-centric ,” Khaled says . “ That S-curve model really allows us to make sure we get products out there at a very low cost model ,
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