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Digital Transformation David Cooper CIO British Gas

NILF 2014: Digital Transformation: david cooper, British Gas, Centrica Group

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Page 1: NILF 2014: Digital Transformation: david cooper, British  Gas, Centrica  Group

Digital Transformation

David CooperCIO British Gas

Page 2: NILF 2014: Digital Transformation: david cooper, British  Gas, Centrica  Group

Traditional Approach to Customer Interaction

Multiple contact centres and paper based customer interaction

My boiler is not working

I need a plumberI want to buy a

product

I have a question about my bill

Page 3: NILF 2014: Digital Transformation: david cooper, British  Gas, Centrica  Group

Customer needs and interactions have changed

More engagement in a “boring” energy product!

I want to control my heating online

I want compare my energy consumption

I want to book or track my engineer

appointment online

I want to look up my bill and energy usage

on my Smartphone

I want to change my Direct Debit payment

Page 4: NILF 2014: Digital Transformation: david cooper, British  Gas, Centrica  Group

Enabling Digital Interactions

Core SystemsStandardisation and Simplification

IT Infrastructure, Networks & Data Centre

Channels

Contact centreEngineerWebsiteTabletsSmart Phones

Multi-Channel Service Platform

Customer Profile Dynamic Decisioning Pricing/NBA etc

Seamless Integration Product Catalogue

Data Management and Quality

Page 5: NILF 2014: Digital Transformation: david cooper, British  Gas, Centrica  Group

Digital reimagining approach

Incremental Deliveries & Benefits

Customer-Centric Approach

Cross-Functional

Teams Ideate

Freedom & Flexibility to be Creative

Creating start-up conditions at scale

Page 6: NILF 2014: Digital Transformation: david cooper, British  Gas, Centrica  Group

My digital journey

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Climbed twice the height of Mt Everest!