Global 
Germany 
Municipal utility delivers €1M cost savings and improved customer experience via comprehensive CX strategy
Leading municipal utility company required comprehensive CX strategy and target operating model. Through systematic maturity assessment and strategic roadmap development, the organization transformed their customer-centric approach across all business units
1
€Mcost savings
Anchoring customer orientation as a lever for sustainable value creation
The client lacked clearly defined CX capabilities and concrete strategy for customer experience improvement. Customer orientation needed anchoring as a key lever for sustainable value creation, requiring systematic enhancement of customer understanding and touchpoint optimization across the organization.
A structured CX maturity assessment and strategic roadmap
Internal analysis assessed current CX strengths and weaknesses using established Customer Experience frameworks. External analysis benchmarked market best practices. Comprehensive maturity assessment evaluated CX performance across six key dimensions. The engagement defined CX vision, ambition, and target picture with quantified NPS targets, deriving actionable initiatives across four strategic areas.
"The structured approach helped the organization systematically enhance customer understanding and create a concrete roadmap for CX improvement."
Defined CX maturity, aligned vision, and an actionable 3-year NPS roadmap
Established defined CX Maturity Level and organizational development roadmap. Achieved structured integration of end-to-end customer orientation through comprehensive internal SWOT analysis. Aligned target vision across all business units with concrete 3-year NPS targets. Delivered actionable implementation plan with prioritized initiatives and concrete optimization measures
Powering communities through essential services
Municipal utility company in Germany providing electricity, gas, water, waste management, public transport
