A white windmill stands on green grass in front of blue sky

Client engagement and organizational transformation

Mastering internal Customer Experience with E-On

Business Challenge

The Shared Services Group of E-On UK partnered with Strativity to transform the internal-customer experience and subsequently reduce an often contentious relationship between internal customers and the shared services providers.

Path to Change

The program included an Experience360 study and qualitative interviews to understand the gaps that existed between the needs of internal customers and what the shared services team thought they were delivering. The program included the creation of new metrics for each shared services department, as well as developing a feedback process, a complaint-resolution process, and the delivery of a client-engagement program. Strativity delivered in-person workshops to share the new corporate business strategy and guiding principles.


In addition to improving their NPS score from 30 to 54, E-On earned a Bronze award in the Organizational Transformation category of the Gartner Eye on Innovation Awards.

More CX and employee experience case studies

The MET20190703223919


Customer Experience blueprint for The Metropolitan Museum of Art



Customer Experience transformation for Mercedes-Benz

Major Luxury Auto Manufacturer20190703223936

Major Luxury Auto Manufacturer

Customer Experience programs launch Major Auto Manufacturer to new levels of satisfaction

Royal Carribean20190703214958

Royal Carribean

Empowering Employees and Customer Satisfaction at Royal Caribbean

National Performing Arts Center20190703214954

National Performing Arts Center

Increased employee alignment & commitment for National Performing Arts Centre

Novo Nordisk20190703221751

Novo Nordisk

Making changes to deliver exceptional patient experiences with Novo Nordisk



Renewed focus on Customer Experience for AmeriGas



Customer satisfaction increases for Honeywell

Load more

Step 1 of 4

  • How Can We Help?

    Tell us a little bit about yourself (in 30 seconds or less) and we'll tell you how we can help accelerate your success.