Digitisation in the energy industry - a transformation process which has reached the industry and whose successful implementation brings with it a lot of work and, in particular, the need for a rethink. Re-thinking digital products and services, digital communication and processes, but above all new thinking on how to benefit the customer. This means, amongst other things, better aligning the organisation’s own marketing activities to customer needs. How does a customer actually experience their customer journey? What contact points does he or she use along this journey, and which would he like to use in future which are not yet (or cannot yet be) offered today?
This seminar will take you with us on a (digital) customer journey. We will show you successful examples from our industry along the four phases of the customer journey, as well as players from other sectors who manage to win customers for themselves right at the start of this journey with innovative approaches, and to accompany them through the whole cycle, including retaining their loyalty with specifically tailored offers. From social media activities and the shaping of customers as brand ambassadors, through the use of data to present a tailor-made offer and the use of a “change agent” right up to retaining customer loyalty via a professional Customer Self-Service portal.
The event is aimed at interested parties at all stages of the energy industry’s value-added chain who wish to place the customer experience more squarely at the centre of their marketing activities. Panel discussions offer the opportunity to talk about experiences and innovative approaches, and encourage an exchange of ideas.