EnBW Case Study: Creating Warmer Relationships with Energy Customers

As one of the biggest Energy providers in Europe, EnBW needed to reduce costs and build customer engagement at great scale.

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.

Read the Case Study

Energy Case Study Customer Engagement EnBW

See the video

EnBW needed to embed a strong organizational focus on ‘customer proximity in the digital age’. Watch how we helped to transform the business.