NILF 2014: Digital Transformation: david cooper, British Gas, Centrica Group

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  • 1. Digital Transformation David Cooper CIO British Gas
  • 2. Traditional Approach to Customer Interaction My boiler is not working I need a plumber I have a question about my bill I want to buy a product Multiple contact centres and paper based customer interaction
  • 3. Customer needs and interactions have changed I want to book or track my engineer appointment online I want compare my energy consumption I want to control my heating online I want to look up my bill and energy usage on my Smartphone I want to change my Direct Debit payment More engagement in a “boring” energy product!
  • 4. Enabling Digital Interactions Channels Smart Phones Tablets Website Engineer Contact centre Multi-Channel Service Platform Customer Profile Seamless Integration Core Systems Dynamic Decisioning Pricing/NBA etc Product Catalogue Data Management and Quality Standardisation and Simplification IT Infrastructure, Networks & Data Centre
  • 5. Digital reimagining approach Freedom & Flexibility to be Creative Incremental Deliveries & Benefits CrossFunctional Teams Ideate CustomerCentric Approach Creating start-up conditions at scale
  • 6. My digital journey Climbed twice the height of Mt Everest! 6