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Connecting customer value with business value - Essent


Essent is one of the best-known energy suppliers in the Netherlands. Thanks to Essent’s many years of experience in the sector, the organization can help shape the present energy transition like no other, together with its customers. In order to be able to manage customer experience and customer satisfaction based on strategic objectives, Essent needed a CX steering instrument consisting of KPIs and customer journeys.

Underlined has conducted a survey and data scan to set the ideal CX steering instrument for Essent, whereby we can link CX to loyalty, customer value and costs. With the use of the Insights Framework and consultancy, Underlined provided a data driven operating model with insights into drivers that have proven impact on customer value. The Insights Framework has connected customer value with business value and provides insight into important handles for CX, such as contact reasons, touchpoints, jobs-to-done and emotion. Delivering a complete design and roadmap for the ideal CX steering instrument, consisting of KPIs and based on the strategic objectives of Essent.

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