Over the past several years, consumers have experienced new levels of service from new types of digital disrupters across many industries. In turn, consumers are expecting more and better levels of service from their energy providers.
For utilities, this means raising their game. It is no longer acceptable to simply move their current services online. They need to rethink the experience from the consumers’ context, which requires redesigning organizations around customer centricity.
Mark Sherwin, managing director for Accenture Digital in the United Kingdom, offers his thoughts on how utilities can create new, exciting, unusual propositions for consumers.