Introduction Executive Summary Vision & alignment High-level design Operational improvement CS Transformation KPIs People & culture

ople & culture Next Steps Appendix

What we heard: proactive

Proactive issue resolution: There is a reactive culture

within Customer Services

“Invest in capabilities to support identification of customer

issues before they happen and enable the flexibility to respond” We respond really well to
incidents when they occur
§ Build flexibility into the organization to have the capacity to plan
ahead for future issues High bills are an issue that
ENTITY react to
§ Train our people in identifying trends
§ Invest in predictive analytics capability Real-time data
would help identify
§ Incentivize a culture of early issue identification and mitigation trends

§ Work directly with customers to anticipate needs and behaviors Would like the ability to
conduct predictive A 360 degree view
analytics to identify pain of the customer
points for customers would allow
before the occur proactive action

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What we heard: prioritization

Prioritization of activities: We have so many

different rates –
“Identify what the priorities are across each area of the business complexity on complexity
What is the one thing
and focus time and effort there” ENTITY do well?

We offer so many channels (e.g., for

§ Meet regulatory requirements, but consider the preference for payments) to customers – can we
ENTITY make it easier on our preferred
channels?
§ Make it easy for customers to do business via priority channels
§ Consolidate a hierarchy and a method for tracking KPIs and use this We track many KPIs, but there is a lack
consistently across the business, to build trust in the data of confidence and accountability for the
quality of the data
§ Identify opportunities to stop any superfluous activity – apply a set
of consistent decision criteria for this
We are not very good at
saying “no”

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What we heard: more collaboration

Collaboration across functions: I would like to have a

The operations greater view of what is
meetings that Scott a priority across other
“Promote opportunities to collaborate and share information attends are a great parts of Customer
across Customer Services and across the business” source of knowledge Services

§ Formalize regular cross-divisional collaboration meetings

Cross-functional interactions
§ Share status and dashboards across varying departments for are largely relationship
visibility and input driven
§ Define clear accountability for business functions
§ Encourage and incentivize collaboration
I get most out of the
§ Request feedback from teams as to where and who they would like meetings where I meet Some parts of the
to collaborate with more with people outside of my business are siloed
functional area

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Pick your favorite publication. What will the front page read when they
write about the ENTITY Customer Services organization in 2025?

ENTITY Delivers World Class customer service in our ever changing energy environment Who would have thought? ENTITY a
leader in customer experience.
ENTITY: ENTITY
ENTITY is the "ENTITY" The Comeback Kid: redefining enables the ENTITY, the utility that is the
of the Utility World utility customer service sustainable home darling of the tech industry
Newsweek: ENTITY, the "IT" utility.
ENTITY: Most Trusted Brand
ENTITY Knew the Answer to my ENTITY creates genuine connections ENTITY: Cutting
Question Before I Even Asked It with customers to solve energy needs through the chaos

ENTITY is #1 nationally in Energy experts connecting

Customer Services us to energy solutions ENTITY rated #1 in customer satisfaction for
the 3rd consecutive year!
Delight Starts Here
ENTITY mastered a combination of value, satisfaction, ENTITY hits a home run in
ENTITY: Powering purpose customer service
and delivery efficiency that consumers love.

Workshop
Output
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What will our Operational Strategy be?

Market leaders dominate, differentiate, draw or don’t

care on Cost, Customer Service, and Innovation… Efficiency leader
Operate with extreme efficiency, often providing a “one
size fits” all experience for customers
Economy

Fee-based
Pay-for-add-ons
Costco Generic
Centralized
ENTITY
Pay-per-use

Innovation / product leader Customer service leader

First to bring new, disruptive ideas to the market Obsessed with the delivering an exceptional customer
experience, often leading the industry in satisfaction

Inside-out

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