I’m sure we all know about Smart meters. If you are technically inclined then you’ll know about connected & smart home devices.

Smart meters are the device you need to take control of your energy usage and they are provided by your energy supplier. Npower were in need of digital optimisation of their smart meter journey to drive more customers in to the digital journey of booking an appointment for installation.

The challenge started with auditing the customer journies and reviewing the customer types and levels of engagement. This was an interesting project that started with data analysis, bought together a range of interal stakeholders and led to a personalised content based on customer type and method of contact.

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