NILF 2014: Digital Transformation: david cooper, British Gas, Centrica Group
Traditional Approach to Customer Interaction
My boiler is not working
I need a plumber
I have a question about
I want to buy a product
Multiple contact centres and paper based
Customer needs and interactions have changed
I want to book or track my
I want compare my energy
I want to control my
I want to look up my bill
and energy usage on my
I want to change my Direct
More engagement in a “boring” energy product!
Enabling Digital Interactions
Multi-Channel Service Platform
Data Management and Quality
Standardisation and Simplification
IT Infrastructure, Networks & Data Centre
Digital reimagining approach
Creating start-up conditions at scale
My digital journey
Climbed twice the height of Mt Everest!
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