The Problem

# Silos and Technology Limitations Preventing Customer Experience Maturity

Through research, a regional utility organization learned they were at risk of losing customers if a competitor beat them on price—by even a few dollars. To protect their industry position, they quickly piloted several new customer experience programs but ran into integration issues due to siloed departments and technology limitations. They needed to consider whether creating a digital business ecosystem could produce needed CX goals.

Close up of a woman texting on a smart phone.
A white male field electrician records information about a power substation on a digital tablet. He is wearing a yellow, high visibility jacket and a white hard hat.

The Approach

# Assessing the Current State to Drive Future Success

To begin, Propeller conducted more than 50 subject matter expert interviews to assess the current state of the customer experience and data processes. This research clarified ecosystem design requirements, strategy, and best practices for driving personalization and connecting service offerings with customers. By leveraging a series of workshops, stakeholder teams designed an ecosystem strategy by connecting their current and future state—producing a roadmap capable of guiding strategy success.

# Services Provided

  • Actionable Recommendations
  • CX Strategy + Roadmap
  • Data Strategy
  • Strategic Planning & Execution
  • Research
  • Road Mapping

Traditional frameworks overemphasize speed and disruption. For companies to successfully innovate, they must first address capability gaps. The Propeller approach provided a north star for innovation—the strategy and the road map—for how to move fast without breaking things.

Value Delivered

# An Actionable Ecosystem Strategy to Improve Customer Experience

Propeller’s analysis revealed gaps that needed addressing before they could establish a strong ecosystem foundation. We identified the utility’s competitive advantage and opportunities to optimize a tailored end-to-end customer experience and enhance its brand reputation to increase customer retention and build trust. With socialized alignment around the ecosystem strategy, we set in motion a best practice action plan with success metrics to grow market share and ancillary services, setting the foundation for the utility to evolve, and pivot if needed, over the next decade.

50

Subject matter expert interviews