In deregulated energy markets, when one provider exits the market, its customers are often transitioned to another provider. NRG inherited thousands of such “transitioned customers”—customers who never actively chose NRG and often began their journey confused, skeptical, and disengaged. These customers were more likely to:...
In early 2024, NRG undertook a complex system integration effort affecting billing, account management, customer care, and digital customer experiences. Despite preparation, the rollout caused significant disruptions—billing errors, login issues, and system data irregularities—which frustrated customers and led to surging call volumes and a sharp decline in customer satisfaction.
In October 2023, GGRM launched a Client Experience (CX) Team tasked with restoring consistent, empathetic, and proactive communication throughout the client journey.
AMA recognized that evolving customer expectations and a saturated automotive market were rendering traditional differentiators—such as product and price—insufficient. To remain competitive, AMA needed to shift from a product- and process-led approach to a dynamic, customer-centric model rooted in trust, empathy, and aligned action.
