Project Avatar Dr Geraldine Paterson 1
Avatar Funded by Network Innovation Allowance October 2016 – December 2019 Colleague Exploratory Analysis, Concept Publish final Literature Research engagement research refinements Go live developed report and review approach and with and Oct 2016 and tested closedown Mar 2017 May 2017 workshops customers blueprint Jan 2018 Dec 2019 Jun 2017 Sep 2018 Sep 2019 2
Avatar – the problem The customer service landscape is changing DNOs need to understand the change to improve the customer experience Technology is advancing at a tremendous pace facilitating potential new services Political, economic and social factors are increasing customers’ expectations What different Where What Avatar customer technology Attitudes to technology explores segments overlaps with data sharing can provide want needs 3
Avatar – project objectives Understand customers future needs? How will these vary by segment? How technology could meet the needs of these segments? Output: a blueprint for implementing bespoke customer service solutions 4
Current services our customers receive 5
Transformation in existing services Contact Centre Recorded message 6
Potential new opportunities AAA Home energy optimisation and savings for customers Network optimisation and commercial services providing new revenue streams 7
December 8, 2017 Real time network data visualisation will facilitate improved services and customer experience and enhance network capabilities DXC Proprietary and Confidential
Customer research will answer C urrent and future customer service needs? Are customers willing to share consumption data for a better service, efficiency savings and environmental benefits? Customer What innovative solutions will best meet service in customers increased servicing expectations? the future The optimal strategy for customer communication that will leverage higher levels for customer satisfaction? How these solutions should be tailored for use by DNOs? 9
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