about ESB Networks
ESB Networks is the licensed operator of the electricity distribution system in the Republic of Ireland. They are responsible for building, operating, maintaining and developing the electricity network and serving all electricity customers across the country. They ensure that electricity reaches 2.3 million domestic and commercial customers safely and efficiently.
2. How W5 helped to roll out an effective VoC programme
We prepared a meta analysis of what was already known about CX performance in the organisation to establish a benchmark on which to build. We worked with the senior management team to articulate their ambition for CX, completed comprehensive journey mapping across multiple persons and identified opportunities to improve the overall customer experience.
During this process, we identified and prioritised over 100 initiatives across three priority workstreams, going on to support the work of senior personnel in implementing key workstreams, measuring impact against clear targets.
We provided consultancy support to steer the project and overcome key challenges, identifying and supporting organisational interdependencies and opportunities to co-create with other task forces in the organisation.
ESB Networks has a clear view of customer experience drivers and opportunities thanks to our CX training and have already realised efficiency and effectiveness improvements across key tools and processes. The roll-out of the many initiatives will continue in support of the overall CX transformation.
Clients we've helped