To succeed amid uncertainty and disruption, utilities need to remain flexible. The starting point: eliminating key consumer dissatisfiers while focusing on operational imperatives.
As market forces redefine the utilities industry, providers need to redefine themselves to meet the changing demands of consumers. Many utilities are not equipped to respond effectively to the change and disruption that defines the evolving marketplace, and the status quo is accelerating dissatisfaction among consumers.
In recent years, utilities have had to cut costs while continuing to improve operations and satisfy consumers. Based on Accenture’s New Energy Consumer research, The New Energy Consumer Handbook, and our experience working with utilities, these are positively related and self-reinforcing goals.
Accenture’s The New Energy Consumer Handbook draws upon four consecutive years of end-consumer research, analysis of consumer and technology trends, insights from leading energy providers, cross-industry experience and Accenture’s knowledge of managing utility customer operations.
Streamlining operations and creating a culture of continuous improvement can enhance customer care and reduce associated costs. By focusing on the things that dissatisfy consumers, utilities can reduce their controllable operational costs by as much as 30 percent.
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