The utilities industry is evolving and with this comes a huge opportunity, not only for the utility companies, but also for the customer. As well as additions to the energy mix, a growing number of regulatory requirements and a more competitive market place, customers are also demanding a more sophisticated level of service from energy providers. This is similar to the evolution we have already witnessed in the telecoms and banking sectors where the importance of personalisation based on a comprehensive understanding of consumer data became critical. This underpinned an ability to understand their customers on a personal basis and use this to offer services that truly add benefit, inform their business models and enhance products. Banks and online shopping sites such as Amazon and many others, now have strong online personal engagement with their customers. Utilities, whilst they do not fully embrace this personalised approach yet are in an excellent position to harness the opportunity ahead of them. In fact they are sitting on a huge 'goldmine' of data about their customers which can be used to transform their business through greater insight and engagement.
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