Introducing the How To Love a Customer Podcast: Episode 1 with Abdul Khaled (Head of CX & Digital Product, E.ON Next)

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Mikhail Dubov

Last Updated:

July 8, 2025

Reading time:

minutes

Ever wondered how top brands keep their customers coming back for more?

You're not alone - and that’s exactly why we launched How to Love a Customer, our new podcast that goes beyond theory to bring you real customer stories, surprising insights, and actionable lessons from the field.

Our CEO & Co-Founder, Mikhail Dubov, sits down with CX, Product, and Customer Insights leaders who’ve cracked the code on building lasting customer loyalty.

**What makes How to Love a Customer different?**

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Every episode starts with a real customer moment (often weird, always telling)
We dig deep into what that moment reveals
You get actionable insights you can use right away

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In Episode 1:

Mikhail chats with Abdul Khaled, Head of Digital Products at E.ON Next, about how they’re reinventing the utility experience - not just supplying energy, but becoming a personalized energy partner.

“We're transforming bill touchpoints into engagement opportunities. It's not just about numbers; it's about creating meaningful connections with our customers.”
— Abdul Khaled, E.ON Next

🔑 Key Takeaways from the Episode

1. Every Customer Interaction Is an Opportunity

E.ON Next realized that in the energy sector - where customers typically only interact once a month - the bill was the only real engagement point. So instead of treating it as a transactional document, they transformed it into a personalized, helpful experience.

“That one touchpoint is the most important because that’s what they engage with us for—to view the bill.”
— Abdul Khaled

2. Personalization (Even in “Boring” Industries) Pays Off

Customers rarely reach out unless there’s a problem - often around billing. E.ON Next discovered that many billing complaints stemmed from smart meter disconnections, not price. Once they uncovered the pattern, they built tools to proactively alert and guide users.

75% increase in meter reads submitted
90% of customers completed new guided steps
Improved satisfaction - without touching price

3. Speed and Co-Creation Beat Perfection

Rather than run months of surveys or focus groups, E.ON Next puts prototypes in front of real customers fast. Their approach?

Launch → Learn → Iterate
Co-create with actual users in real-world contexts
Use data + qualitative insight, not guesswork

“If it improves the customer experience by even 1% - ship it. Then keep going.”
— Abdul Khaled

This led to insights no focus group could predict - like the need for PDF bills to be more prominent during mortgage season.

💡 Why This Matters

E.ON Next proves that personalization, transparency, and customer understanding aren’t just buzzwords - they’re game-changers, even in regulated and commoditized industries like energy.