0
Digital Transformation
David Cooper
CIO
British Gas
Traditional Approach to Customer Interaction

My boiler is not working

I need a plumber

I have a question about
my bill
...
Customer needs and interactions have changed

I want to book or track my
engineer appointment
online
I want compare my ene...
Enabling Digital Interactions
Channels

Smart Phones

Tablets

Website

Engineer

Contact centre

Multi-Channel Service Pl...
Digital reimagining approach

Freedom &
Flexibility to
be Creative

Incremental
Deliveries &
Benefits

CrossFunctional
Tea...
My digital journey

Climbed twice the height of Mt Everest!
6
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NILF 2014: Digital Transformation: david cooper, British Gas, Centrica Group

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

  1. 1. Digital Transformation David Cooper CIO British Gas
  2. 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. 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. 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. 5. Digital reimagining approach Freedom & Flexibility to be Creative Incremental Deliveries & Benefits CrossFunctional Teams Ideate CustomerCentric Approach Creating start-up conditions at scale
  6. 6. My digital journey Climbed twice the height of Mt Everest! 6
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