Heike Busse

Heike Busse is a digital leader with a 20+ year footprint in the energy industry who believes technology is only excellent when it makes life genuinely easier for people. At E.ON — one of Europe’s largest energy providers serving 40+ million customers — Heike helps “making new energy work” a lived reality.

As Global Head of User Excellence at E.ON Digital Technology, she translates the company’s purpose into practice – creating human-centric, scalable digital service excellence for over 80,000 employees across Europe.

Heike has a background in marketing and economics, she combines commercial clarity with a deep understanding of human behaviour in digital service design. Her work starts from the human outwards – focusing on mental models, behaviours and the diversity of real users.

Her impact pairs data and heart: +40 NPS points in two years, +30% first fix rate and –40% support tickets through automation, vendor redesign and UX coaching for 180+ DevOps teams. She also launched “MyHelp”, a GenAI-powered support platform transforming IT service experience.

She is a Playmaker at heart: brave in decisions, progressive in approach and driven by tangible impact. With deep experience in CX/UX, GenAI adoption, BizDevOps, and operating model transformation, she champions to create high‑trust, high‑performance teams.

On this panel, Heike will share how to build cultures where digital transformation truly thrives: measure what matters, simplify what’s complex, and hardwire user feedback into every iteration.