Right support, right customer, right time
Applying customer-led CX design and digital implementation to improve NPS and reduce costs.
We helped E.ON UK deliver a new brand vision and digital customer experiences to increase NPS and reduce cost to serve.
Here's what we did:
Prototype build and test web & app
to help prove the case for investment through rigorous customer and user testing.
Sprint planning and design
to establish an achievable plan, teams and capability that everyone agreed on.
Implementing customer first designs
to offer the right support to the right customer, whether self serve or assisted, rather than one size fits all.
increase in adoption of self-serve portal
reduction in bounce rate
reduction in cost per session