To do so successfully, TNB Retail decided to work with a partner on this transformation journey. Recognizing the need for change: Restructuring TNB Retailįollowing 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. Improve customer experience with new products and services, increasingly delivered through digital channels.
Digitise the grid to enable decentralized power generation, greater use of renewables and better energy management amongst customers. Transition its energy generation sources from fossil fuels to renewables. TNB had identified three major focus areas for change: The company realized that in order to maximize its impact on every single customer in Malaysia, it had to become more than just a kilowatt/hour business. TNB’s leadership team recognized that to successfully address these trends – and open-up new opportunities – wide-scale changes were needed in its business strategy, operations, digital offering and customer offering. As a result, it embarked on a bold 10-year transformation program which aimed to secure its future and prepare the organization for the challenges of today and opportunities of tomorrow. In 2015, Tenaga Nasional Berhad (TNB), Malaysia’s national energy provider, identified a number of disruptive trends (deregulation, digitization, decentralization and decarbonization) that were changing the landscape in which they operated.
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