The document discusses designing customer service models to meet customer needs and preferences. It shares two success stories from Energa Group: 1) migrating customers to remote channels, which reduced costs, and 2) empowering mobile customers with a dedicated app. However, these initiatives had limitations like usability issues. The document emphasizes that customer experience, not just service, is important to achieve benefits like lower costs, improved loyalty and willingness to recommend. It provides takeaways like focusing on existing customers, exploiting technology flexibly, and keeping services simple.