Insights

The Customer Revolution

Transformation of energy distribution business models

Customer led change to energy distribution business models

The gas and electricity supply sectors have traditionally been a ‘low involvement’ category for utility customers. Everyone takes their gas and electricity supply for granted (as they probably should in a first world economy), they enjoy relatively low and competitive retail prices and they pay their bills with no more than occasional grumble for what they get – a high quality and regular supply of energy.But increasing prices, intense media scrutiny on issues such as the carbon tax, smart meters and the availability of alternative energy sources have placed the industry front and centre in the minds of consumers. Energy costs and perceptions of price inferred from this become a key point of engagement for customers.

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