DDRC’s expert panellist Mike Young writes a compelling whitepaper that chronicles Centrica‘s digital transformation from 2016 to 2020. It delves into the strategic overhauls that enabled the energy giant to integrate cutting-edge digital and data capabilities.
Key milestones include adopting cloud-based systems, enhancing customer digital channels, and implementing AI and machine learning solutions. The transformation demonstrates the importance of leadership, clear goals, and robust vendor partnerships in navigating the digital landscape.
For a comprehensive understanding, readers are directed to explore the complete whitepaper:
Mike Young
Global Digital Transformation Leader | Experienced FTSE 100 CIO
Mike Young is an accomplished CIO/COO who has delivered major change programmes
across a diverse range of organizations globally. An experienced FTSE 100 executive team member who has made significant contributions across all facets of diverse and complex businesses operating in the energy, media, financial services, telecoms and retail sectors.
Experience includes implementing leading-edge digital channels for B2B and B2C,
introducing Agile methodologies, developing an AI and Machine Learning IOT platform and leading several major transformation programmes resulting in increased customer satisfaction and retention, improved business revenues, significant cost savings and greatly enhanced employee engagement.
From 2016-2020, Mike was Group Chief Information Officer at Centrica. In that role, he was accountable for all IT and Digital activities across the Centrica Group, reporting directly to the Group CEO, acting as the conscience of the Executive Committee and the Board on all Technology and Data matters.
● Managed £640m budget and 2000 professionals, transforming the business to the Digital arena.
● Implemented new Digital Channel, with 70% customer engagement via these channels; a 55% shift,
reducing cost to serve and improving Net Promoter Scores significantly.
● Achieved 60% cost reductions through implementation of new SaaS solutions for HR, Central Finance, Group Procurement and Field Engineering (Workday, SAP S4, Ariba and Microsoft Dynamics 365).
● Co-chaired the Centrica Innovations Board, a forum set up to buy equity in startups that may complement the business strategy five years hence with a fund of £100 m. Investments in EV Charging, Home Energy Management, Services and Data have been made.
● Chaired the Group Data Council with oversight of the Group’s Data Strategy and its execution aimed at making Centrica a data‐driven business.