The age of the digital energy customer is upon us, those who won’t embrace it will find it increasingly hard to compete Providing insights into energy consumption will be a key element of the digitalisation of the customer relationship. It will also be a must have for ‘new energy’ offers like microgeneration, EVs, energy-as-a-service, peer-to-peer trading etc. Smart meter data is becoming a new asset for energy suppliers – at scale it will be involved in most strategic decisions related to customers and operational efficiencies Understanding customer behaviours – beyond the data – will be immensely important to evaluate how to engage with them.
The current transformation of the energy system, from old to new energy, from commodity sales to service-based offerings, will put the customer at the heart of everything. Energy companies will need to adapt rapidly if they don’t want to fall behind.