CX1 CONFERENCE
Energy & Utilities

Why a good customer experience is essential for electromobility
The energy transition, digitalisation and electromobility. When three of the most exciting megatrends of our time come together, new markets emerge and old players have to reposition themselves. But where to align the business model of the future? EnBW AG sees customer centricity as an essential part of its strategic orientation. What does this mean for electromobility and its fast-charging infrastructure, and how can a good customer experience strategy be integrated into the overall orientation of all decisions along the customer experience?

#ClimatePositive with the Help of Customer Centricity: Developing Green Products close to Customers
After 2040, MVV Energie AG wants to be one of the first energy companies in Germany to become climate-positive. On the way to this goal, customers must always be kept in mind and enthused. In his presentation, Gunter Eberling, Head of Customer Experience, reports on how the MVV team is aligning the corporate culture in a customer-centric way and ensuring the enthusiasm of customers along the customer journey for new green products. He reports on concrete examples of how customer enthusiasm supports the goal of achieving climate positivity.

Next Level Customer Experience: The Evolution of congstar
Samuel Kirchhof will answer essential questions about the process of better customer experience management in his session What building blocks are needed for the successful management of customer experiences? How do strategy and mission statement, customer-centric formats, consistent measurement and a CX culture help to manage customer experiences? How does a consistent focus on customer journeys challenge a company on different levels? And what (positive) consequences actually result from such a consistent orientation towards the customer?

Increase and don’t lose the connection: Satisfied customers as the company grows
Find out how enercity uses Zendesk to deploy effective customer interaction techniques to increase customer satisfaction and reduce costs – and why customer service should be an essential part of any growth strategy.

The digitalisation of the energy industry begins with customer centricity
Muhdi Moussa, Head of Sales & Marketing looks back on the first year of stadtenergie and the digital transformation with the guideline “Customers are more than a meter number” and presents the first results since the zenloop integration as a follow-up to his presentation at CX1 WORLD. He also shares insights on the following exciting topics: How an agile work culture with design thinking approach “Customer Journey Map” prepare the foundation for low latency in developing customer-centric innovations and market responses. How cloud and platform solutions can be strategically integrated in business building and across the value chain to create flexibility for CX/CRM approaches. Why stadtenergie also bench markets in e-commerce and not exclusively within its industry.

Making customer experience measurable: from vision to implementation
The new vision of SWK is: “We convince our customers and partners as the provider of energy, water, waste disposal and transport – sustainable and future-oriented”. In his presentation, Patric, our Head of CX Management, will show how SWK has turned the “Umsorger-Vision” into reality and how to make the achievement of goals measurable throughout the company.

Why positive customer interaction is at the heart of your growth engine.
How do companies manage to reduce costs while increasing customer satisfaction? Find out in our success story how enercity achieves this with the help of 24/7 customer service and strives for excellence in every customer interaction.

Why positive customer interaction is at the heart of your growth engine.
How do companies manage to reduce costs while increasing customer satisfaction? Find out in our success story how enercity achieves this with the help of 24/7 customer service and strives for excellence in every customer interaction.

Increase and don’t lose the connection: Satisfied customers as the company grows
Find out how enercity uses Zendesk to deploy effective customer interaction techniques to increase customer satisfaction and reduce costs – and why customer service should be an essential part of any growth strategy.

CX in receivables management: Why you lose customers through reminders and how you can prevent this. A deep dive from eprimo & collectAI.
A reminder can be a negative experience for both the supplier and its customers – in the worst case, it can cost the customer relationship! This doesn’t have to be the case: If suppliers create a positive payment experience in receivables management, they protect the customer relationship and ultimately receive their money more quickly.
For this purpose, eprimo relies on the intelligent payment platform of the fintech company collectAI. With this platform, the energy provider reminds its customers of outstanding payments via various channels and offers digital payment methods on an interactive payment page.
In the master class, Alexander Gawel, Senior Sales Executive at collectAI, and Hendrik Scheidt, CX Master at eprimo, show why an excellent customer experience is important when paying and how the step into AI-based dunning is successful.

Making customer experience measurable: from vision to implementation
The new vision of SWK is: “We convince our customers and partners as the provider of energy, water, waste disposal and transport – sustainable and future-oriented”. In his presentation, Patric, our Head of CX Management, will show how SWK has turned the “Umsorger-Vision” into reality and how to make the achievement of goals measurable throughout the company.

Competitive advantage customer experience: understanding and using customer needs systematically along the customer journey
It is hardly news anymore that customer needs should be the focus of new product developments. What is often forgotten is that we humans never have just one need. In product development, it is often neglected that a customer need is divided into numerous sub-needs that change along the customer journey. Those who keep the diversity of customer needs in mind and create a coherent, interlocking sales and service path will inspire customers in the long term. Selina will tell you in her masterclass which methods and tools can be used in practice by energy suppliers depending on the phase.

Panel Discussion

Customer First: How the customer team becomes the key element of customer centricity for the company
The best insights come from your own community. But how do you gather high-quality insights and transform them into user-centric action packages that drive innovation across the business? Learn from the digital green energy provider Tibber which processes and structures are crucial to anchor the customer team as a central innovation driver in the company.

CX in receivables management: Why you lose customers through reminders and how you can prevent this. A deep dive from eprimo & collectAI.
A reminder can be a negative experience for both the supplier and its customers – in the worst case, it can cost the customer relationship! This doesn’t have to be the case: If suppliers create a positive payment experience in receivables management, they protect the customer relationship and ultimately receive their money more quickly.
For this purpose, eprimo relies on the intelligent payment platform of the fintech company collectAI. With this platform, the energy provider reminds its customers of outstanding payments via various channels and offers digital payment methods on an interactive payment page.
In the master class, Alexander Gawel, Senior Sales Executive at collectAI, and Hendrik Scheidt, CX Master at eprimo, show why an excellent customer experience is important when paying and how the step into AI-based dunning is successful.