The Client
AGL is a leading supplier of gas and electricity, generating energy from a combination of sources and supporting more than 3 million Australian residents and businesses.
The Challenge
AGL wanted to improve customer centricity, the e2e customer experience and significantly enhance their digital capability, however this had been managed in a piecemeal way over a few years. AGL lacked a coherent approach, defined target experience and supporting digital management model, meaning they were unable to effectively guide and align activities and resources across the organisation.
The Approach
Strativity Group completed a Customer Centricity Assessment and mapped the experience of multiple segments through contextual enquiry research and then validated via data analysis. We also assessed ‘digital readiness’ that provided an understanding of the current state and strategic goals to form the recommended path forward. We aligned customer centric practices with specific experience improvements and agreed aspirations. We then co-designed the supporting digital operating model (structure, roles, accountabilities, processes and systems). This allowed AGL to rapidly progress their customer ambitions with enhanced digital aspects while streamlining operations.
The Results
AGL implemented a suite of Strativity’s customer centricity and customer experience recommendations and identified how to optimally approach digital within the business. They subsequently embarked on a multi year customer centric program that included a $300 million digital transformation centrepiece. AGL have seen a 50% reduction in registered complaints and an NPS of +39, a massive jump from -27.9 in 2015.
