Utility Warehouse | Utilities
Optimising the CX Experience and informing a 5-year product roadmap
Utility Warehouse, a UK multi-utility company, experienced a dramatic drop in customer satisfaction and a 30% loss in retention during the switchover process.
We facilitated a strategic programme to analyse the entire CX and EXP end-to-end experience.
The outcome was an evidenced-based experience vision and prototypes to improve the multi-utility and lengthy onboarding process - with the mission to retain new customers, increase the NPS and dramatically reduce operational inefficiencies and costs.
To inform a 5-year product vision and help to define future product and service opportunities, we conducted global market research and validated the customer segmentation through in-depth research.
An evidenced-based front and back-stage experience analysis
Numerous cross-departmental service improvements to prototype and test
Validated segmentation, personas and brand promise
Future service experience concepts and prototypes
3-5 year multi-service and product strategy support
Customer & Employee Strategy
Qual & Quant Research
Journey mapping & Service Blueprinting
Market research for 5-year product roadmap