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title
SHV Energy businesses collaborate to improve customer journeys
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content

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 Leading a cross-functional team with representation from several SHV Energy businesses, including Calor Ireland, we facilitated several workshops where we mapped the current (as is) and future (to be) journeys. This allowed us to gain a deep understanding of our current customer journey and processes, as a starting point to create a more optimised experience. We made it a priority to capture the voice of the customer. Gaining insights from domestic customers’ onboarding experience enabled us to identify those key moments of truth and pain points. We achieved this by initiating a Net Promoter score (NPS) survey after customers had received their first fills and facilitated a focus group with a small number of custo...
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