the new energy consumer: four keys to digital trust
TRANSCRIPT
The New Energy Consumer:Four Keys to Digital Trust
Copyright © 2015 Accenture. All Rights Reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
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Accenture’s New Energy Consumer Research ProgramOver six years of comprehensive and continuous research focused on energy consumers, our results offer actionable insights into the preferences and values shaping the energy marketplace.
>60,000 consumers surveyed in 26 countries
Survey of market trends and priorities for 25 leading utilities customer executives
In-depth analysis of technology adoption in 10 major markets
>2,000 small and medium businesses in 9 countries
Market insights and leading practices from more than 80 leading energy providers and over 40 cross-industry providers
Copyright © 2015 Accenture All rights reserved.
Copyright © 2015 Accenture All rights reserved.
It is the confidence placed in an organization to collect, store and use the digital information of others in a manner that can benefit and protects those to whom the information pertains.
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How does Accenture define digital trust?
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Security• Malware/virus protection• Proactive data
integrity/hacking prevention• Data permissions and user
identity• Data encryption standards• Data access logs and
important storage standards• Data connections
(VPN, SSL)• Architecting resiliency
Privacy/Data control• Company data policies• Third-party data sharing• M2M data sharing• Regional cultural
expectations• Government access
Accountability• Self-governance• Reactive data
integrity/legal resource• Global and regional data
standards• Government requisition
Benefit/Value• Customer value• Services in-kind• Revenue• Brand value/loyalty• Customer service
Four Keys for Energy Providers to Build Digital Trust
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Confidence in energy provider to secure and protect personal data and information about energy usage
Base: All respondentsSource: The New Energy Consumer: Unleashing Business Value in a Digital World, Accenture 2015.
Digital Trust and the New Energy Consumer
Digital trust drives confidence
76%of digital channel users
57%of non-digital channel users
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Digital trust enables value for the customer
Digital Trust and the New Energy Consumer
40%of consumers would be interested in using their social media credentials to log into their energy provider’s portal
Base: All respondentsSource: The New Energy Consumer: Architecting for the Future, Accenture 2014.
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Digital trust can impact brand value
Digital Trust and the New Energy Consumer
41%of consumers believe their digital experience with their energy providers is more difficult than with other types of providers
Base: All respondentsSource: The New Energy Consumer: Unleashing Business Value in a Digital World, Accenture 2015.
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About Accenture. Accenture is a global management consulting, technology services and outsourcing company, with more than 336,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$30.0 billion for the fiscal year ended Aug. 31, 2014. Its home page is www.accenture.com.