Develop new Capabilities for the utilities to:
Despite the extensive data that utility companies have on their customers, very limited information or insight is utilized, and customers remain in the dark about where and how all that energy is used. This data can be used to offer superior services. In addition to personalized offerings, the data insights can also be used to improve the entire customer experience
Providing electricity will remain a key component of the offering, but customers will also seek more holistic energy solutions – such as energy management, smart home technologies. Therefore, by broadening their product portfolio to include complementary products, utilities can reduce customer churn
Identify the most fundamental customer journeys (usually paying bills or joining as a customer). Conduct a customer-centric end- to-end redesign of those journeys, understand drivers for customer values and assign clear journey “owners”
