Connect, the EDF Energy internal magazine contains this week a feature on my team. Unsung heroes: small teams that perform big tasks (a bit of an underwhelming statement, but I guess even internal magazines must sensationalize a little) presents the team at work and features an interview with me.
In the interview, I talk about the journey we’ve been in, the success we’ve achieved so far, and the plans for the future. Here’s a bit of a taster:
My interview with Roberto Hortal Munoz starts well. Unwittingly, I make a comment which is exactly what he wants to hear: I tell him that my most recent experience as an EDF Energy customer was the best to date. When my tariff ended, and I switched to Blue + Price Promise June 2016, it was completely hassle-free.
Roberto beams. “For us, the key driver is to improve the customer experience. Because we’re the Feel Better Energy company, it has to work well, be intuitive and, wherever possible, a joy to use.”
An app launched at the beginning of the year for meter reads is one of EDF Energy’s most successful innovations to date. The company was the first in the world, and is still the only one in the UK, to offer an app giving customers the ability to take a photo of their meter and send it in as a reading.
As well as bringing new propositions to market, and enhancing existing ones, Roberto’s team is charged with blue-sky thinking. They start from the principle that digital is a game-changer and that every industry will be transformed in some way by digital developments.
A decade from now, the energy market could be a very different place. “We need to make sure we are ready to jump, by being agile, being digital in everything we do, being lean and ready to make decisions.”
He adds, glancing at his Apple watch: “I’m aware there are not many people like me with a roomful of gadgets. I have to have it all!”
And what is he proudest of? The conversation goes full circle. “I’m proud of our five-star app ratings, proud of having been able to help establish EDF Energy as the Feel Better Energy company and proud when customers tell us they had an experience on a digital channel that was good.”