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TRANSCRIPT
How can energy providers be ready to accelerate innovation, make bold moves toward disruption, and create new paths to operating agility?
IT ALL STARTS WITH CONSUMERS.Change is constant. Digitalization is everywhere and personalization is hyper-relevant.
TOTALLYDIGITAL? IT GETS
PERSONALWith digital active users at one end and the unengaged status quo at the other, energy providers must rethink their customer engagement approach.
Successful energy providers are making the consumer experience all about the individual consumer. It’s time to move from touchpoints to trustpoints.
MAYTHE BOTS
Artificial intelligence is quickly changing the customer service paradigm. Make investments and use bots to delight customers – and deliver against key goals.
PARTNERPERISH
SWITCHSWITCHERS
Winners in the new energy ecosystem will form diverse partnerships, collaborations and alliances to spur innovation, drive product and service development, accelerate culture change and capture new opportunities.
Energy providers need to understand the power of switchers. They need deeper insights to act on and profit from individual consumer preferences and behaviors.
3X 82% 88% 64% 65%
less likely to be willing to buy additional products and services
from their energy provider, if they are low-engaged consumers.
did not interact with energy provider over the past 12 months.
would be willing to buy additional products and services if they
were personalized.
are ready to use a digital agent.
would likely sign up for home energy management products and services if their energy provider partnered with
other established providers.
Switchers are more comfortable for their energy provider to gather
additional personal information to offer more personalized offers and experiences.
36%
would consider switching providers, in competitive markets, if they were not receiving personalized offers.
54%
would use a digital agent to learn about new products and services.
76%
see value in energy providers partnering for connected home products and services.
53%
are “spinners,” i.e., have switched providers in the past 12 months and are planning to switch again in the next 12 months.
58%
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