Customer Experience Mapping in innogy Poland
At the interface between business and technology, customer needs change dynamically. innogy Poland anticipates its customers’ expectations by constantly developing its offer and improving service quality.
innogy Poland puts its customers in the spotlight and therefore constantly wants to improve their experiences, realizing how important it is to react quickly, adequately and flexibly to their needs. Deciding to create the Customer Journey Map was an obvious prelude to designing new customer paths and creating innovative solutions for sales and service.
“Digitalization is changing how we do business and its preferences. At the same time, we are witnessing an increase in the popularity of innogy’s digital solutions and evolution of the behavior of users. The information collected during the project is extremely valuable, allowing us to gain in-depth understanding of our customers and their expectations, and thus better design innogy’s digital environment. This translates into a steady increase in customer satisfaction levels, which is always our number one priority,”
- says Magdalena Borek-Dwojak, Director of Digital and Customer Experience at innogy Poland.
“During the implementation of the project, innogy and Hycom’s joint team focused particularly on understanding the needs of innogy’s customers. Data from VoC systems, NPS surveys, analysis of customer behavior, as well as interviews conducted directly with customers have been structured and then presented as maps illustrating the life cycles of the particular personas which are an inherent part of how the company functions.
The customer journey mapping project provided a fundamental understanding of the pain points and weaknesses in customers’ digital paths. It turned out to be a crucial step toward making a successful change and was a milestone in building a new form of dialogue with customers.
The project provided everyone with enormous satisfaction as the work of the combined team pursued one goal; to create the best innogy Customer Experience”
- concludes Lucyna Dziewa, Consulting Director at Hycom.
The result of the project is a starting point for designing new, unique digital solutions to provide innogy Poland’s customers with the highest level of service and successfully offer new products and energy solutions.
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New solution architecture was designed to enable rapid, modular implementation, modification of solutions, and above all, independence and exchangeability of technological components.
Hycom develops and maintains digital business platform for one of the biggest Polish operators, Orange Polska. We work in a partnership cooperation model.