Keith Fletcher, Head of Customer Experience Change Programme, E.ON

Five years ago, E.ON were in a very different place to where they are now. Dealing with major struggles made them reconsider their business strategy to turn the tables around. The simple idea to make Customer Experience Principles responsible for steering key decisions as well as gaining buy-in from the entire organisation to run E.ON through the lens of the customer has resulted in Keith Fletcher and his team drastically improving customers’ lives. Keith talks about this journey here.

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