Vision & alignment

Key workshop materials

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

Vision and alignment workshop

The following section depicts the content that was used for the associated workshop. The output and thinking from this session, which was held on October 26th, has been incorporated
into the primary target operating model deliverable.
Workshop date: October 26th, 2018
Purpose of this workshop
To gain alignment on the vision across each of the Customer operating model
components
• Understand the direction of the energy market and how it will impact ENTITY 1. Vision & 2. High Level
in the future. Alignment Design
• Gather alignment on the vision for the Customer Services organization
• Develop an understanding of current business performance
• Define design decisions across each of the operating model components to
shape the target operating model
4. Customer
Attendees 3. Operational
Services
Improvement
Transformation

PERSONS
5. Customer 6. People &
Services KPIs Culture

132
 Why are we designing a target operating model for ENTITY Customer
Services?

Vision and strategy

Customers

Channels Why do we operate the way we do?

e
i enc
e xper Brand & reputation
er
tom
Cu s
Products & services

What capabilities are needed to

Capability

People & organization Technology & data Process & policy enable the vision and strategy?

Governance

Partners & suppliers How will these objectives and

Enablers

capabilities will be delivered?

KPIs

Culture & values

133
 Introduction Executive Summary Vision & alignment High-level design Operational improvement CS Transformation KPIs People & culture Next Steps Appendix

[Poll] What did you take away from Scott’s opening remarks?

“We are empowered in this session” “Change is constant” “Planning for the future”

“Let’s solve for the customer experience” “CCA first” “Change is coming”

“Be leaders”
“The customer relationship is fundamentally changing”
“Technology will affect change”
“Let’s engage in a robust manner today!”

“Transformational” “CCAs” “Biggest change since the 90s”

“Stampede of CCAs coming in a couple of years”

“Leadership is essential” “Bots”

“California [market]” “Change” “Brilliant”

“We're finally getting started”

“Things are changing” “Think forward”
Workshop
Output

134
Outside-in