Article

Future-ready digital utility

Path to the next energy paradigm

The world is changing. Numerous disruptive forces are requiring the traditional energy utility business model to evolve and, for many, forever change the way they create value and derive growth. While many of these forces are well documented and include familiar topics such as the transition to renewables, raising customer expectations, and technology changes driven by Industry 4.0, the timing and impact are harder to predict. Utilities need to start evolving their business models and broadening their innovation programs to keep pace with disruption.

Maximising customer lifetime value in energy retail

Giving customers what they want with Energy-as-a-Service (EaaS)

To unlock growth in energy retail, utilities need to reposition from energy providers to solutions and services providers, building five core capabilities to maximise customer lifetime value.

The challenge and opportunity

Retail energy utilities in many countries are seeing their traditional markets shrink as new entrants encourage customers to switch with a growing list of enhanced services.

Expanding the services and value they provide customers through an EaaS model is key for traditional utilities looking to reposition for success in the transforming energy market.

EaaS moves energy retailers from a “do everything” model that merely charges a margin on energy supplied to providing bundled services using an ecosystem of alliance partners.

There is considerable appetite among existing retail energy customers for an expanded product and services offering from their utility, according to our survey of 600 customers across Australia, Germany, Spain, UK, India and US (more details in our full report).

To request a detailed briefing, please sign-up here.

Practical next steps to unlock growth

Utilities need to start evolving their business models and broadening their innovation programs to keep pace with disruption.

By taking a coordinated approach such as Customer Value Management, utilities can gain a deep understanding of attractive customer segments, their appetite for new services and overall profitability to determine an actionable plan.

Once utilities have a clear view of their ambition, opportunity and target customer, they should build operational excellence in five core capabilities that will enable them to maximise customer lifetime value.

To learn more download the report – Unlocking Growth in Energy Retail.

Contact us for a detailed report briefing

Unlocking growth in energy retail explores challenges and opportunities across the entire value chain, as well as the practical next steps to becoming a future-ready digital utility.

To hear more about the services 600 energy customers we surveyed would like their energy utility to provide - request a 1-2-1 meeting.

Did you find this useful?