Your SlideShare is downloading. ×
NILF 2014: Digital Transformation: david cooper, British  Gas, Centrica  Group
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

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

16,476

Published on

Published in: Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
16,476
On Slideshare
0
From Embeds
0
Number of Embeds
11
Actions
Shares
0
Downloads
29
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 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

×