Centrica
Organisational Change to transform CX
The challenge
The energy sector has been disrupted. Market entrants have put Customer Experience at the heart of their proposition and Centrica Group were losing customers in record amounts to their new competitors.
What we did
A detailed analysis of 12 end-to-end customer journeys across all four of Centrica’s companies. This included call centre visits, intensive stakeholder engagement and over 80 research participants.
The results
A unified way of working within Customer Experience was rolled out across Centrica, but most energy was spent within British Gas. Here we developed a digital-first sub-brand before migrating all customers to this new experience. Since then, British Gas has seen a 60pt NPS increase, the largest increase of any FTSE100 company.
