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	Podcast:		Forrester's CX Cast
	Episode:		345: Journey Centricity At E.ON: Part 1
	Category:		Business
	Duration:		00:23:32
	Publish Date:		2024-03-12 10:06:11
	Description:		Since 2008, E.ON has been on a path to use journeys, not processes, as the building blocks for sustainable growth. Its customer journeys are key to giving over 47 million customers access to a sustainable supply of electricity and heat, with the aim of becoming climate neutral by 2040. Effectively leading a journey-centric transformation requires pulling six operational levers — structure, culture, talent, metrics, processes, and technology — in concert. In today’s episode, we talk to Forrester VP and Principal Analyst Joana de Quintanilha and Keith Fletcher, International Customer Experience Manager at E.ON, about E.ON's journey with journey centricity.
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