Support the set-up of a customer centricity team
Since 2019, Fluvius has been working with Möbius to set up and further develop the Customer Centricity Team (CX team). Möbius supports Fluvius in operationalising and continuously improving customer-centric processes. Below is an overview of the key initiatives:
- Translating the corporate strategy into a clear customer strategy, including defining a service promise and translating it into desired behaviours and concrete actions for employees.
- Developing personas and customer life cycles for the different target groups, enabling employees to better empathise with the customer mindset.
- Developing and rolling out a robust Customer Journey methodology with associated best practices.
- Supporting operational teams in redesigning end-to-end customer journeys and optimising the underlying processes.
- Setting up CX metrics and dashboards (NPS, CSAT, CES) to measure and monitor improvements.
- Generating customer insights through qualitative and quantitative research, including focus groups, in-depth interviews, observations, surveys, quick polls and data analysis.
- Using new AI technologies to extract customer insights from unstructured data.
- Communication initiatives and inspiration sessions to support and engage employees.
Fluvius and Möbius – A perfect cooperation
Today, Fluvius has a widely supported customer strategy that seamlessly aligns with its corporate strategy, as well as a solid Customer Journey methodology. The CX team has grown into an energetic team of experts that supports colleagues daily in putting the Fluvius customer at the centre of everything they do.
To date, Möbius and Fluvius have jointly delivered more than 50 initiatives that have noticeably strengthened Fluvius’ service delivery by:
- Improving efficiency in operational processes, such as removing friction and reducing lead times.
- Increasing customer and employee satisfaction through more streamlined processes and targeted support or explanations.
- Leveraging innovations and new technologies, such as AI.
