In this Update, we make the case for stronger customer involvement, clearer governance, quantification of value, and a sharper focus, as we find these elements are the four main reasons implementations of customer journeys fail.
Executive Update
Getting the Customer Journey Right
Posted April 15, 2020 | Leadership | Technology |
About The Author
Kai Karolin Hüppe is a Manager at Arthur D. Little (ADL), based in Munich, Germany, in ADL’s Global Energy & Utilities practice. Her focus is on e-mobility, smart metering, and energy retail. Ms. Hüppe manages projects in the areas of customer experience, loyalty and retention, product introduction and market entry strategies, digital transformations, and reorganizations. She also helps build up of new organizations with assistance in new… Read More
Nils Niemeier is a Management Consultant at Arthur D. Little (ADL), based in Frankfurt, Germany, in ADL’s Global Energy & Utilities practice, where he focuses on new market entry and organizational transformation. His focus is in the areas of market entry strategies, project management, risk management, startup development, M&As, financial/business case modeling, transformation, and trading. Mr. Niemeier earned a master’s of science… Read More
Michael Kruse is Managing Partner at Arthur D. Little (ADL), where he leads ADL’s Global Energy & Utilities practice. Mr. Kruse’s focus is on strategy, organization design of energy companies in light of the energy transition challenges, as well as project development of large-scale capital investment programs in the power sector. His recent work focuses on the future of nuclear generation, offshore wind, and corporate transformation in the… Read More
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