This large utility company's retention lifecycle was lacking personalised and targeted offers for their customers due to a lack of customer data. The lack of data meant that their retention plays were often one-size-fits-all offers that forfeited margins.
We took a customer-centric approach to help design a framework for making the right interventions at the right point in the customer journey.
Mission 1: Help secure the right tools for the job
Mission 2: Lead and coach
Mission 3: Manage the launch of customer journey management as a capability