- Commodity Management & Trading
- Customer & Marketing Strategy
- Digital Engineering
- Station Studio
- Supply Chain & Industry 5.0
- Sustainability
Commodity Management & Trading
Transforming trading ecosystems through data-driven insights and secure, agile platforms that empower global commerce.
Customer & Marketing Strategy
Reimagining customer engagement with personalized, connected experiences that build trust and long-term value.
Digital Engineering
Turning ideas into scalable digital solutions—accelerating transformation through design, technology, and engineering excellence.
Station Studio
Redefining mobility hubs with digital innovation to create smarter, sustainable experiences for people and businesses on the move.
Supply Chain & Industry 5.0
Building resilient, intelligent supply networks that anticipate change and deliver efficiency with purpose.
Sustainability
Driving responsible innovation to help organizations achieve net-zero goals and create a positive impact for future generations.
Voice of the customer driving utility performance
A leading energy provider with more than 11 million customers transformed its Voice of the Customer program into a strategic engine for experience and operational improvement.
+21 points
above the industry NPS
+9 points
FCR improvement
-12 points
Customer Center inbound calls
500
Identified opportunities and initiatives
Turning customer feedback into business action
The client aimed to evolve its Voice of the Customer approach to systematically analyze feedback and activate improvements.
Objective
Improve customer experience, optimize investments, and anticipate customer needs.
Opportunity
Listening to customers was fragmented and poorly connected to operational decision-making.
Turning customer feedback into business action
Proven delivery deploying actionable voice of the customer programs with tangible impact in business KPIs
Key Challenges
Dispersed feedback channels and tools
Limited linkage between insights and actions
Lack of continuous improvement governance
Solution
Redesigned the VoC operating and Close-the-Loop model
Migrated to a transversal best-in-class VoC platform
Created and operated a continuous improvement office
Prioritized and activated improvement initiatives
Impact
Measurable improvements through listening
- Achieved NPS significantly above sector average
- Identified and prioritized +150 improvement opportunities
- Reduced call center demand through better experiences
- Embedded customer insight into strategic and operational decisions
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success stories
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