Across
- 2. The initiative that is helping to define the foundations of our future Customer Experience. We've seen great collaboration throughout the business, with everyone bringing their ideas together. From the Customer Marketing Forum, through to workshops for the MIMO and DER customer journeys that bought together brains across the business.
- 3. A foundational piece of research to understand how our customers want to interact with us across their different transactions. Will be a key input into the C1 channel and service strategy.
- 6. A standardised framework designed to bring clarity, consistency, and best practices to product management across the organisation. The framework will establish clear processes for ideation, prioritisation, and lifecycle management, ensuring alignment with business goals and customer needs. Although still in development, this initiative represents a significant step toward improving collaboration and efficiency, with implementation planned for the coming year.
Down
- 1. A key customer group was identified as requiring tailored and supportive services, leading to the development of a Blueprint to guide this approach. This led to the creation of a clear definition, establishing a strong foundation for delivering more inclusive, empathetic, and accessible experiences. This work marks an important step toward ensuring that every customer receives the support they need, setting the stage for meaningful improvements in the year ahead.
- 2. This framework is designed to ensure that every product and service we deliver meets regulatory standards and internal governance requirements. This framework provides clear guidelines and controls, enabling teams to operate with confidence, maintain transparency, and uphold quality. By embedding this into our processes, we are creating a foundation for consistent, reliable, and customer-focused delivery across the organisation.
- 4. This multi-phase engagement and co-design journey with Aboriginal and Torres Strait Islander communities, built trust and fostered collaboration to uncover critical insights. These insights are now shaping culturally informed solutions that will influence Synergy’s strategy, operations, and customer experience, helping create a more inclusive and sustainable energy future.
- 5. This program delivered a strong performance on CES, successfully meeting or exceeding the overall KPI. Plus, the majority of channels contributing to CES achieved or surpassed their respective targets, demonstrating consistent improvement and a clear commitment to enhancing customer experience across all touchpoints.