Introduction Executive Summary Vision & alignment High-level design Operational improvement CS Transformation KPIs People & culture

le & culture Next Steps Appendix

What will the front page read when they write about the ENTITY
Customer Services organization in 2025?

ENTITY Delivers World Class customer service in our ever changing energy environment Who would have thought? ENTITY a
leader in customer experience.
ENTITY: ENTITY
ENTITY is the "ENTITY" The Comeback Kid: redefining enables the ENTITY, the utility that is the
of the Utility World utility customer service sustainable home darling of the tech industry
Newsweek: ENTITY, the "IT" utility.
ENTITY: Most Trusted Brand
ENTITY Knew the Answer to my ENTITY creates genuine connections ENTITY: Cutting
Question Before I Even Asked It with customers to solve energy needs through the chaos

ENTITY is #1 nationally in Energy experts connecting

Customer Services us to energy solutions ENTITY rated #1 in customer satisfaction for
the 3rd consecutive year!
Delight Starts Here
ENTITY mastered a combination of value, satisfaction, ENTITY hits a home run in
ENTITY: Powering purpose customer service
and delivery efficiency that consumers love.

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 Introduction Executive Summary Vision & alignment High-level design Operational improvement CS Transformation KPIs People & culture Next Steps Appendix

What areas would you prioritize for investment for ENTITY from
today to 2025?

(A) Efficiency
leader
8
Efficiency leader
Operate with extreme efficiency, often providing
a “one size fits” all experience for customers
(B) Innovation /
product leader
14

(C) Customer
service leader
17

Innovation / product leader Customer service leader

First to bring new, disruptive ideas Obsessed with the delivering an
to the market exceptional customer experience, often
leading the industry in satisfaction

Inside-out
Poll results

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 Introduction Executive Summary Vision & alignment High-level design Operational improvement CS Transformation KPIs People & culture Next Steps Appendix

Activity: what decisions will we make around the Operating Model

as a response?

For each operating model component, decision drivers You have been assigned a group. Your task is to review your

1 have been drafted to help assess current state components,

but also help shape the future-state operating model 2 assigned operating model components and plot the
appropriate design decision for each ‘slider’.
design
Once you’ve made your decisions, work as a group to come
to a consensus for each slider. We will socialize and
readout results as a group at the end.

Customers
Note there is no “right” design decision, as examples of
successful companies on both ends of the spectrum have
Channels
been provided
Brand & reputation

Products & services Sample question: what relationship do we want

to have with the customer?
People & organization Technology & data Process & policy

Governance

Partners & suppliers

Option A Option B
KPIs Current-state Interim-state (2021) Ambition (2025+)
Where are we today? Where will ENTITY get us? Where do we want to be?
Culture & values

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 Introduction Executive Summary Vision & alignment High-level design Operational improvement CS Transformation KPIs People & culture Next Steps Appendix

Current-state
Where are we today?
Interim-state (2021)
Where will ENTITY get us?
Ambition (2025+)
Where do we want to be? Customers
Customers

Case studies Example Design choice Example Case studies

What relationship do we want to have with the

customer? CSR’s are trained to
Electric co-ops serve Deliver reliable electricity Meet a variety of customer analyze each customer’s
customers by focusing
on traditional electricity services with a limited focus needs through value-add
situation and identify ways
to help them through
services and high price on additional energy-related
satisfaction programs
products and services offered programs or
services
Commodity Provider Partner

How personalized will customers’ experience of

ENTITY delivers the ENTITY be? Each ENTITY customer has
same experience to its Provide a uniform Different customers warrant a different experience with
customers regardless of customer experience for unique service the service, thanks to the
channel or purchasing company’s AI
habits
all segments experiences and offerings recommendation engine

Standardized Individualized

How will we support our customers’ needs?

AT&T uses proactive
Uber’s experience
Provide service to customers
Service customer needs strategies (text messages,
focuses on efficiently
serving customers as as they initiate contact proactively before they smart video bills) to
minimize bill shock for
they submit requests initiate contact customers with high bills
On-request Anticipate

Consensus reached in workshop Consensus based on plotted decisions

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 Introduction Executive Summary Vision & alignment High-level design Operational improvement CS Transformation KPIs People & culture Next Steps Appendix

Current-state
Where are we today?
Interim-state (2021)
Where will ENTITY get us?
Ambition (2025+)
Where do we want to be? Channels
Channels

Case studies Example Design choice Example Case studies

Investments limited to What kinds of channel innovations are we willing to

proven, mature We will invest in proven, invest in? We will invest in the latest,
Uses advanced A.I. and
technologies that natural language
support existing mature technologies in cutting edge technologies processing to provide
customer support through
customer service our channels in our channels chatbot-like functionality
capabilities Mature Emerging

How integrated do we want our channels to be?

Direct-to-consumer
mattress companies
Each customer interaction Customer interactions and Customers can pick up
right where they left off
efficiently push content occurs in its own, separate usage are integrated regardless of the channel
through as many
channels as possible
channel across all channels they choose
Multi-channel Omni-channel

How many channels can we be successful at offering?

Subscription-based We offer exceptional Dominos has provided the
Our customers can reach us on options to place an order in
clothing services provide service and support on any and every channel nearly every possible
concierge-like support
select channels channel
Few Many

To what extent will contact through our channels be

Offers alternatives (e.g.
Non-digital channels are digital? All customer support is
physical stores, no IVR) Almost all customer handled through customer-
to traditional digital- encouraged some customer
channels to support requests
contact will be digital driven forums to help
service queries
customer requests
50% 100%
Consensus reached in workshop Consensus based on plotted decisions Inside-out

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