BATTLING A CUSTOMER EROSION CRISIS Thunderhead and the energy supplier CUSTOMER STORY thunderhead.com Intent-driven customer journeysThis was the exact problem facing one of the biggest suppliers in Europe. With millions of customers and billions in revenue, their business was becoming unwieldy. It was too complex, with countless retail products, dozens of touchpoints and not enough understanding of their customer base. And, as with many large organizations, parts of the business had developed separately creating silos and causing unfortunate inefficiencies. Their gas and electricity divisions didn’t share valuable customer insight, leading them to lack a more detailed understanding of their customers and generate opportunities for cross and up-sell. To further com

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