Service

Retail energy customer service transformation

Helping retail energy providers transform and grow their business, create new operational efficiencies and value, customer experiences and revenue streams.

Navigating retail energy disruption

Energy retailers and providers are experiencing a groundswell of change and disruption. Volatile markets, changing regulatory frameworks and greater consumer engagement are shaping an increasingly complex energy ecosystem. Digital is fuelling multiple forms of innovation. It’s giving rise to additional routes to consumers. And new players are rapidly expanding and threatening energy provider's business.

Reimagining the Energy Consumer Experience

Accenture's video shares how we are reimagining the energy consumer experience for the future. See more.

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In the spotlight

Fjord Trends 2021

Fjord Trends 2021: The energy retail perspective

Fjord trends 2021 reveal the time is right for energy retailers to reinvent how they provide service, and the innovations they bring to bear.

Growth: It comes down to experience

Growth: It comes down to experience

Focusing just on customer experience (CX) is no longer enough for utilities to succeed, find out why.

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Our retail energy services

We use our deep industry expertise in digital customer engagement and operations, connected energy services and customer platforms to help retail energy providers with cost effectiveness, revenue assurance/extension and customer satisfaction and loyalty.

Customer experience and growth strategies

Apply insight-driven approaches to identify, target, and organize for intelligent customer and retail growth with new connected energy experiences.

Digital customer enablement

Develop connected energy experiences across the customer lifecycle journey and channels including digital marketing and sales and customer services.

Intelligent customer platforms

Enable end-to-end digital, customer service, billing, sales, marketing and field customer capabilities on Oracle, Salesforce and SAP platforms.

Connected energy services

Blending customer transformation expertise with distributed technologies and energy-efficiency solutions for next-gen customer experiences and value.

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What we think

Embrace new connected energy business models

Energy retail and customer services

Embrace new connected energy business models

New connected energy business models hold great potential for energy companies to find fresh growth. Explore the areas that will provide value in 2030.

Deliver new energy experiences for future growth

Energy Retail and Customer Services

Deliver new energy experiences for future growth

Our New Energy Consumer research delves into the upheaval of the energy ecosystem, at the heart of it is the evolving energy consumer.

Capturing value in connected energy

Capturing value in connected energy

Explore key value pools for connected energy products and services.

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VIEW MORE CASE STUDIES

Related blog posts

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Our utility consultants weigh in on the insights and trends shaping utilities across the entire value chain.

Energy Retail and Customer Services

Fjord trends 2021: Energy retailers enter new territory

Accenture Fjord Trends 2021 reveal the time the time is right for utilities to reinvent how they provide service, and the innovations they bring to bear.

READ MORE

Energy Retail and Customer Services

The power of three: the impact of winter storm Uri

Storm Uri took a terrible toll, but it is also an opportunity to build a better model. How can utilities and regulators partner to better serve consumers.

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Energy Retail and Customer Services

Every energy retail business is in the business of experience

Accenture’s blog explains how utilities can build trust as customer experience is key to success for energy providers.

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News

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New digital workforce management solution for United Utilities, based on Salesforce platform

Accenture helped U.K.’s largest listed water company build and deploy a new digital workforce management solution to improve customer service.

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Accenture tapped a leader in New IDC MarketScape report for utilities customer experience

Key strengths include transformational initiatives; mobilizing the right global resources and delivering numerous large-scale customer experience projects.

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Accenture acquires BRIDGE Energy Group to advance utilities’ agenda for the grid of the future

Boston-based consulting and systems integration firm provides grid modernization, analytics and security services to North American utilities.

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Our leaders

Capabilities

Energy transition services

Accelerating the energy transition towards a net-zero emission future.

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