nilf 2014: digital transformation: david cooper, british gas, centrica group
TRANSCRIPT
Digital Transformation
David CooperCIO British Gas
Traditional Approach to Customer Interaction
Multiple contact centres and paper based customer interaction
My boiler is not working
I need a plumberI want to buy a
product
I have a question about my bill
Customer needs and interactions have changed
More engagement in a “boring” energy product!
I want to control my heating online
I want compare my energy consumption
I want to book or track my engineer
appointment online
I want to look up my bill and energy usage
on my Smartphone
I want to change my Direct Debit payment
Enabling Digital Interactions
Core SystemsStandardisation and Simplification
IT Infrastructure, Networks & Data Centre
Channels
Contact centreEngineerWebsiteTabletsSmart Phones
Multi-Channel Service Platform
Customer Profile Dynamic Decisioning Pricing/NBA etc
Seamless Integration Product Catalogue
Data Management and Quality
Digital reimagining approach
Incremental Deliveries & Benefits
Customer-Centric Approach
Cross-Functional
Teams Ideate
Freedom & Flexibility to be Creative
Creating start-up conditions at scale
My digital journey
6
Climbed twice the height of Mt Everest!