Consumer Experience

The Consumer Experience working group convenes GOGLA members and close partners on topics related to the Consumer Experience Initiative (CXI) that was launched in early 2024 to improve company performance, boost investor confidence and, ultimately, enhance the day-to-day experiences of OGS consumers.

The initiative builds on the work done to date to strengthen consumer protection and broadens the scope to also increase consumer satisfaction as well as product usage and ownership under the PAYGo model. This will happen by supporting companies with technical assistance, tools and research.

The CX Roadmap is a holistic, end-to-end approach which includes five workstreams: Investment Strategy Drivers, Credit Reference Systems, Operational Best Practices, Managing At-Risk Customers and Standardised KPIs & Data Insights.

The CX Working Group (formerly CP Working Group) remains the home of the Consumer Protection Code, and also serves as a platform for companies, investors and other stakeholders to discuss wider consumer experience issues, explore solutions and share good practice.

If you would like to join the CXWG or if you are interested in becoming a co-chair, please email Puck van Basten.

GOGLA Working Groups are open to GOGLA members only. If you are a member, please log in to your member account.

Working Group Chairs

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