The starting point was a review of the existing programme to create an evolution roadmap for the following year. The review was designed to be agile and started with a focus on the billing and debt recovery journeys before moving on to evolve all customer journeys and touchpoints.

Evolution focused on:

• Raising response rates and focusing the insight

• Reducing the amount of manual input required to highlight the insight

• Putting in place effective and timely ways to share insight and actions across teams

• Systems integration to capture and share real-time feedback

• Revamped automated and a bespoke dashboard

• Alignment of closed loop feedback to the business hierarchy

• We identified the right functional and emotional aspects to measure what impact they would have on CX

• Creating a service transformation roadmap with initiatives prioritised on their impact

• Successfully moving passive consumers to advocates

• Re-design of the billing journey to significantly enhance understanding

• Evolution and expansion the voice of the customer programme to include all journey touchpoints and channels