Brendan Leece | UK

Brendan Leece | UK

Title: International CX Manager

Company: E-on

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Answering the challenges of our generation

Overview

Customer Experience transformation delivers a competitive advantage because it requires consistent and persistent focus. 

Detail

In this presentation you will learn how E.ON transformed the structure and focus of the business from focus of infrastructure management to putting the customer at its focus increasing the customer base from 24 million residential customers to 50 million, reducing operating costs and increasing strategic NPS by 60 points.

About the speaker

A senior Customer Experience Professional (CXPA) with a proven track record in driving customer experience transformation, resulting in sustained ROI and NPS improvements, internationally in complex and highly regulated markets.  

Expertise in Strategy development and alignment, Customer insight, Customer journey redesign, innovation and product development, international market expansion, culture change and business model design.




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