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Utilities Focus On Technology-Led Strategies For Customer Engagement

Date: 19 August 2015

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Before the 1990s, utilities across Europe were protected monopolies, focused on improving the quality and reliability of energy supply rather than investing to improve customer services. Now in an era of increasing competition, new customer expectations and intense regulator pressure, utilities are elevating the importance of customer services within their business strategies. To better understand how utilities are leveraging technology to improve customer services operations, Verdantix interviewed a panel of power utilities across Europe. The research finds that three key themes are shaping customer services programmes – digitalization, personalization and new services. These strategies all take into account broader changes in the power utility sector across decentralized power, digital transformation and the changing role of the customer. To evolve capabilities in customer services, Verdantix recommends that utilities leverage a wide technology partnership network across IT systems integrators, software firms and tech start-ups.


Utilities Focus On Technology-Led Strategies For Customer Engagement
Industry Trends Elevate The Importance Of Customer Services In The Utility Sector

Utilities Embark On A Wave Of Improvements Across Customer Services
Digitalization Is A Guiding Theme For Customer Service Upgrades
Customer Services And Customer Understanding Move Closer Together
Utilities Are Extending Into New Products And Service Offerings

Utilities Must Leverage Technology Partnerships To Evolve Customer Care


Figure 1. Future Utility Models Must Respond To More Complex Customer Requirements


Accenture, AlertMe, British Gas, Capgemini, Crown Commercial Service, E.ON, EDF, EE, Electranova Capital, Endesa, Eneco, EnerNOC, Essent, FirstFuel, GreenWave Reality, IBM, The Institute of Customer Services, Matrix, Nest, Northern Powergrid, npower, O2, Ofgem, Opower, RUMM, Scottish Power, SSE, Tado, T-Mobile, Twitter, UK Competition and Markets Authority, Wipro