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Get the insights to help you adapt to disruptive forces, plan for business continuity and become a resilient enterprise - for now next and beyond. Now is the time for change. Discover how our future-back approach to transformation can help you reveal and realize unseen opportunities. As a result, it embarked on a bold year transformation program which aimed to secure its future and prepare the organization for the challenges of today and opportunities of tomorrow.

Following this analysis, TNB decided to restructure its retail arm TNB Retail , which would enable the business to focus on better engaging with its customers, develop new digital solutions, become more agile, and support the delivery of its big renewables ambition. To do so successfully, TNB Retail decided to work with a partner on this transformation journey.

TNB Retail began to seek an external partner to not only help it deliver its objectives at speed, but to provide a critical external perspective, and the competences to help the organization enhance its internal capabilities. We knew they would understand our challenges since we could speak the same language. We really wanted a partner who would share in-depth insights into developing a practical operating model for the Malaysian market, and work with us to co-create the best solution for TNB Retail, our people and our customers.

Other factors in the decision included a commitment to bring global capabilities and experience to TNB, including the transfer of people to EY ASEAN to build a dedicated local Power and Utilities team, along with an ability to collaborate with other energy companies in the transformation of the retail business.

Becoming a customer-led organization means empathizing with customers and creating greater value through services that are more affordable, reliable and sustainable. This helped to identify how to enhance customer interactions across physical and digital channels, understand customer needs and better meet their differing expectations. TNB Retail developed a key customer engagement initiative: myTNB, an app available on portal platforms that has become widely used.

The myTNBapp now has over five million subscribers — more than half of the total number of energy customers in Malaysia. TNB can now track energy usage in real time to improve customer satisfaction. These new app features also leverage on customer data generated from over 1 million smart meters. The delivery of new digital experiences benefits customers and companies alike. Another important outcome of the transformation program was the establishment of a new solutions-based business, providing customers with innovative solutions to match their energy needs.

By applying an iterative Voice of Customer VOC approach, the team was able to identify important customer needs and values which were unmet or underserved in the market. From extensive customer research, new customer propositions were developed and tested with business and residential customers across solution areas including solar, battery storage and EV, energy efficiency and energy advice, helping to gauge customer appetite.

A number of these energy solutions have been piloted and launched, and there is a growing demand for renewables and energy-efficient solutions from both residential and businesses. For example, at the end of , customers across residential, commercial and industrial sectors generated 25MW of renewable electricity compared to over 80MW generated at the end of To prosper, you need to consider a customer-centric marketing model built on unwavering trust and loyalty.

This means that TNB Retail is well-positioned to work with its larger customers in co-creating bespoke solutions for their energy needs. When engaging with TNB Retail employees, the EY team focused on their concerns and the support they required to succeed. This is the approach EY brought. Securing employee engagement and internal buy-in is critical to the success of any transformation.

This includes skills for roles such as service designers, product owners, data scientists, and front-line workers, with a strong focus on customer experience. The Academy has helped TNB Retail unite its people around a common purpose: to deliver customers a truly world-class experience.

TNB Retail has also embarked on a transformative program to reinvent how its people work together. They said that they apply a 3 pronged approach to helping women and ethnically diverse women advance in their careers. Ernst and Young provides assurance, tax, auditing, advisory, enterprise risk management, and technology and security risk services to public and private companies in the various sectors such as:.

They are slated to occupy 17 floors of the new Brookfield property. They will move from their current location of 5 times square which is located right in the heart of times square. This is welcome news to all the current employees who do not like working in the heart of Manhattan with all the tourist foot traffic. Ernst and young will be opening a new office in San Antonio where new jobs will be created.

Ey received a tax incentive to locate new jobs in San Antonio Texas. They will be jobs created for English majors, psychology majors and criminial justice majors. The reason for this is because EY will use the location as a financial services client delivery service center. This means they will be outsourcing back office functions to this location.

EY has 6 years to add the jobs in order to receive the tax incentives. They will also hire local graduates from San Antonio. It uses smart contracts developed on the blockchain to manage ownership in the supply chain.