Helping to transform a legacy business to a start up
Until 2017 the energy market in Greece was a government monopoly. As part of the country’s reform program, the energy market was set to become open to competition in January 2018. The National Natural Gas Company would have to spin off the commercial business to a new and independent energy legal entity, and retain only the supply of natural gas.
So, a new company was created overnight, with millions of customers and no structure, other than the old monopolistic company’s “inheritance”. The challenge was to leave the past behind and build a new modern, customer centric and forward looking organisation.
In 2019, the Natural Gas Company asked Vivid Vibes to help them transform their culture and business around a unique and differentiated Customer Experience Culture.
Customer Experience Culture
To achieve this transformation we started by assessing the company’s culture, and through our On Purpose workshop, helped the Leadership Team identify the company’s purpose, culture map and CX strategy. Once the Leadership Team was confident about the direction they wanted to take the company, it was time to roll-out the program. Since the Leadership Team is at the core of the transformation, regular coaching sessions were set up to help them process and adopt the new behaviors necessary based on the new culture map, and lead their teams through the transformation.
The next step was to create an Ambassador program that would become the next ring of influence after the leadership team towards the new culture, before rolling out to the rest of the organisation. Once the organisation had organisational clarity and alignment on the new culture map and CX strategy, we were able to facilitate the design and optimisation of the customers journey’s using new methodologies, like Customer Journey Mapping.