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February 15, 2022

Energy providers must invest today in the customer

The case for investment


of providers find it challenging to strike a balance between profitability and transforming The customer experience.


say the return on investments in digital customer experience is currently uncertain.

No data? No business


of energy providers are currently investing in digital channels to improve the customer experience.

"There is this whole new need for customer segmentation and historical behavior analysis, in order to predict future behavior. Utilities have not had to understand their customers in that way before now."

— JULIA HAMM, President and CEO of SEPA

Customers now expect streamlined digital touchpoints as standard


are investing in sales and service analytics.

There is strength in the cloud

Consider innovative platform-based business models

Ahead in the cloud: How to use platforms to their full potential

About the Authors

Wytse Kaastra

Senior Managing Director – Sustainability Services EMEA Lead

Scott Tinkler

Senior Managing Director – Strategy & Consulting, Utilities Global and North America Lead

Sanda Tuzlic

Managing Director – eMobility Lead


Managing Director – Strategy & Consulting, Utilities, North America

Faye Griffiths

Managing Director – Strategy & Consulting, Utilities Growth Markets Lead


Research Lead – Accenture Utilities

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