Putting customers and employees first at Fluvius


Fluvius is in full swing. The operational integration of Infrax and Eandis, after a merge in 2018, is still ongoing behind the scenes. The common thread during this integration is putting customers and employees first. 

In this context, Fluvius wishes to develop a winning customer strategy and introduce Customer Journey thinking within the organisation.  

Dorothée Laire
Dorothée Laire

Support the set-up of a customer centricity team 

In order to evolve towards a more customer centric organisation, Fluvius invested in a customer centricity team with the purpose to foster and maintain a customer first way of working. Since 2019 Möbius supports Fluvius with the set-up and operationalization of this CX team. We offer support and coaching to the CX team at Fluvius for the different building blocks of customer experience, amongst others the following: 

  • Develop a customer strategy, 
  • Define a service promise and translate this into ideal behaviors, 
  • Develop a customer journey methodology and best practices for redesigning customer touchpoints, 
  • Set-up customer metrics and dashboard, 
  • Conduct customer research for key processes and deliver customer insights to the different business units, 
  • Support the business in becoming more customer centric by designing and improving the customer journeys, 
  • Develop a customer centricity training to train and coach employees to become more customer centric, 

The result:
An energized team of experts which is ready to help all Fluvius employees in putting customers at the heart.

Fluvius and Möbius – A perfect cooperation

In the video below, Steven Delmotte (Teamlead Customer Centricity) provides more info about the cooperation between Fluvius and Möbius.
Dutch spoken testimonial.