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Culture in Action
Culture in Action is all about the practical steps HR leaders are taking to transform workplace culture. Tune in to discover actionable tips, real-life examples, and expert advice on designing a workplace culture that drives engagement, retention, and business performance.
Culture in Action
OVO Energy's Agile Journey: Culture Transformation in Service Teams
Energy companies are often seen as traditional, but OVO Energy is breaking the mould with culture-led innovation. In this episode of Culture in Action, Alex Goodanew, Employee Engagement Manager at OVO, explains how adopting Agile ways of working in customer operations has transformed collaboration, improved employee engagement and boosted customer satisfaction.
Guest Information
Alex Goodanew is Employee Engagement Manager at OVO Energy, one of the UK’s most innovative energy retailers. With responsibility for employee experience across large operational teams, Alex has been instrumental in embedding Agile practices into customer service, helping to improve team performance, create psychological safety and drive recognition through technology.
Episode Outline
- Bringing Agile Beyond Tech
Alex shares how OVO adapted Agile rituals such as daily stand-ups, sprints and retrospectives from software teams into customer operations. - Driving Culture Change
Learn how OVO overcame barriers such as psychological safety, constructive feedback and devolved leadership to embed new ways of working. - Improved Communication in Hybrid Teams
Discover how Agile rituals structured communication in hybrid working environments and improved collaboration across teams. - Recognition and Belonging
Find out how OVO uses Mo’s Boost functionality to embed weekly rituals of peer recognition, reward and celebration that sustain engagement. - The Measurable Impact
Alex explains how OVO’s engagement scores rose from 6.9 to 8 out of 10 and how customer complaints decreased while satisfaction scores improved.
Click here for the full transcript of this episode
Host Name: Luke Fisher
About the Host: Luke Fisher is the CEO of Mo, a platform that's all about helping teams create workplaces where people genuinely want to be. Luke's on a mission to show that brilliant company culture isn't just a nice-to-have but what makes teams thrive, feel connected, and do brilliant work together. Mo helps organisations around the world turn their values from poster-board promises into real, everyday habits that bring teams closer and give everyone a sense of purpose. It's culture you can actually see and feel in action.
Podcast Website: Culture in Action
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