CGI’s Insights to Action Report presents the global insights and perspectives we gain from listening to our clients, and showcases the innovative work we are doing to support them in becoming digital enterprises.
EnBW (Energie Baden-Württemberg AG) is one of the largest energy supply companies in Germany—supplying electricity, gas, water and energy-related products and services to approximately 5. 5 million customers. It’s comprised of many subsidiaries, including Netze BW, which handles network management ...

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  • Monitor, manage and optimize the customer experience
  • Understand customers' expectations of your services
  • Understand user perceptions of your brand, products and services, and implement effective customer retention initiatives
  • Gain unique insight into customer behavior and deliver an excellent customer experience across all touch points and processes. 
  • Radically decrease customer acquisition cost and improve your customer retention ratio
  • Create efficient and appealing services across all customer touch points
  • Clearly identify customers at any point of contact (Identicate® for telecommunications)
  • Be alerted to unplanned events that reduce consumption of network services and hence, reduce revenue
  • Perform timely diagnosis and resolution
  • Offer number portability to help customers smoothly transition to your service.
IDM

CGI’s IP for customer experience management (CEM)

Drawing upon our experience and know-how, CGI has developed intellectual property in the following areas:

  • Semantic search and discovery

  • Behavior prediction models

  • User experience modeling tools and methodologies

  • Real-time customer experience monitoring

  • Real-time customer identification