by Michael Lancashire | Nov 11, 2024 | Articles, Design & Architecture, Utilities
BLOG: Unlocking World Class Customer Experience ENSURING A CUSTOMER’S PERCEPTION OF YOUR SERVICE MEETS OR EXCEEDS THEIR EXPECTATIONS IS KEY TO DELIVERING WORLD CLASS CUSTOMER EXPERIENCE. To achieve this there are 8 essential elements you need to have... 
by Michael Lancashire | Oct 7, 2024 | Articles, Business Transformation, Design & Architecture, Strategic Transformation
BUILDING THE RIGHT TARGET OPERATING MODEL: A STRATEGIC BLUEPRINT MARKET-WIDE HALF-HOURLY SETTLEMENT, THE TRANSITION TO RENEWABLE ENERGY, THE RISE OF SMART GRID TECHNOLOGIES, AND INCREASING REGULATORY PRESSURES … The energy industry is undergoing rapid evolution that... 
by Emma Bickerton | May 8, 2024 | Articles, Customer Transformation, Design & Architecture
ARTICLE: Mastering the Art of Customer Journeys “Creating a great customer journey is a bit like making a cake. You have to bring the right ingredients together; it’s about the people, the process and the system all working together. I love the challenge of... 
by Emma Bickerton | Apr 11, 2024 | Articles, Customer Transformation, Design & Architecture
ARTICLE: Mastering the Art of Customer Journeys Customer journeys are at the heart of great customer experience. In this article, we share some thoughts about why they are so critical and where to start. Part 1: Rethinking the customer journeY Why Are Customer... 
by Emma Bickerton | Nov 28, 2023 | Case Studies, Design & Architecture, Technology Transformation
Accelerating Decisions with Aggregated Data Insights Delivered a real-time insight dashboard that enabled faster, proactive management decisions. Improved accuracy, reliability and consistency of operational and regulatory data. Established efficient data flows and a... 
by Emma Bickerton | Nov 6, 2023 | Articles, Design & Architecture, Strategic Transformation, Technology Transformation
BLOG: TARGET OPERATING MODEL DESIGN – HOW TO GET IT RIGHT A TOM is a blueprint for how your organisation will operate in the future, outlining its structure, processes, data flows and technology. Fundamentally it sets out how the Business Strategy will be delivered...