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The good, the bad and the fugly - Keith Swann

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Keith Swann - Lead Product Manager, Origin Energy on Roadmaps

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The good, the bad and the fugly - Keith Swann

  1. 1. Keith Swann Lead Product Manager (Digital) Origin Energy
  2. 2. 1. Separate from AEM for: - • Primary journeys • Popular forms 2. Improve UX 3. Reliable authentication 4. Improve logging and monitoring to find faults 5. Reduce security issues 6. Grow the data capability • Bidgely • Make dumb meters smart 7. Deeper understanding of customer pains for: - • Payment preferences • Usage & consumption • Hardship • High bill FY19 1. Separate from AEM for: - • Secondary journeys • Remaining forms 2. Improve UX 3. Improve customer education and help & support content 4. Reauthentication on critical tasks 5. More data: - • Fuel(s) consumption • Property meta data • Occupancy info 6. Improve onboarding 7. Omni-channel notifications 8. Channel Diversification • Voice assistants • Chatbot FY20 1. Channel diversification: - • Conversational search • Multilingual 2. Service automation and optimisation 3. Decentralised My Account, any channel, any time, any language 4. Simplified journeys 5. Active community and customer dialogues 6. Beyond energy retail • Diversified payment capabilities • White goods retail FY21 To define the standards of exceptional energy customer digital experiences Confidential
  3. 3. Thanks

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