Blog Posts Process Management

Q&A With Keith Fletcher, International Customer Experience Manager at E.ON

Blog: Forrester BPM Center of Excellence

A few weeks ago Keith Fletcher, International Customer Experience Manager at E.ON, joined me on stage at Forrester’s CX Summit EMEA to talk about E.ON’s approach to CX. Since 2008, E.ON has been on a path to use journeys, not processes, as the building blocks for sustainable growth. Its customer journeys are key to giving […]

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