WELCOME TO THE CCW UK SUMMIT
11-13 May 2026
| Novotel London West, UK
Lyndsey Hutchinson
Head of Complaints E.ON Next
Wednesday 13th May 2026 - Summit Day 2
12:35 PM PRESENTATION: RAVE RESULTS: EMPOWERING PEOPLE TO DELIVER OUTSTANDING CUSTOMER EXPERIENCES
When customers are frustrated, it is often the people and processes behind the scenes that determine whether that frustration turns into loyalty or churn. At E.ON Next, they faced a major challenge: NPS scores were in the negative, and positive experiences were few and far between. This session tells the story of how they identified root causes, empowered employees, and created a culture where every interaction counts.
• Explore how E.ON Next moved NPS from -40 to +6 and doubled positive customer experiences by identifying root causes and resolving issues efficiently
• Uncover how the RAVE programme equips colleagues to deliver brilliant conversations, show accountability, and directly enhance the customer experience
• Embed accountability, cross-functional collaboration, and continuous improvement to consistently elevate CX outcomes
Check out the incredible speaker line-up to see who will be joining Lyndsey.
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