NILF 2014: Digital Transformation: david cooper, British Gas, Centrica Group
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Transcript of NILF 2014: Digital Transformation: david cooper, British Gas, Centrica Group
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!