Optimizing channels and connecting with its customers
EnBW sought to build more positive and engaged customer relationships. But its customers’ experiences weren’t consistent – even the most loyal customers were feeling misunderstood.
The business sought to offer outstanding service across its three major brands, by being more flexible, more responsive and much more empathetic to individual needs. But with over 5.5 million customers and 20 thousand employees, being ‘more human’ was no easy task. The solution lay in the customer journey-first approach of Journey Orchestration and Journey Analytics. Read the case study to see how we did it, and what the program achieved.