The case for becoming a Living Business
Catching up with consumers
Reimagining CX for value
How to gain consumer love
Shaping the connected energy experience79CONTENTS
NEW ENERGY CONSUMER: CREATING LINKS TO LOVE2NEW ENERGY CONSUMER: CREATING LINKS TO LOVE2
As the energy value chain becomes
more decentralized, digital and
fragmented, energy providers must
create a more vibrant, connected
customer experience (CX).
Our latest New Energy Consumer research found that
understanding and improving CX is at the heart of value
creation in the new energy ecosystem. A survey of nearly
70,000 customers across 42 brands worldwide, including
36 energy provider brands, found that customers in competitive
markets who rated their CX as “high” are 20 percent more likely
to stay with their current brand, 37 percent more likely to
recommend their provider and 22 percent more satisfied.
Accenture’s multiyear New Energy Consumer research program has shown that consumers are now
more energy-aware than ever. They are seeking more compelling value propositions. They want new,
open and collaborative relationships with their energy providers. Above all, a growing number of
consumers are demanding a connected energy experience (see Figure 1).
FIGURE 1.
NEW ENERGY CONSUMER RESEARCH PROGRAM:
LATEST HEADLINES FROM OUR MOST RECENT RESEARCH.
42%
of active digital
users feel their
energy provider
did not meet
expectations with
digital channels.
73%
would choose
a digital-only
service for a
discount on
their energy bill.
71%
would allow
their utility to
share their
data with a
third party.
65%
of switchers are
comfortable for their
energy provider to
gather additional
personal information
to offer more
personalized offers
and experiences.
DIGITAL MINDSET
DATA AS CURRENCYPERSONALIZATION @ SCALE
OPEN TO ALTERNATIVE PROVIDERS
SIMPLICITY
IS KING
AS-A-SERVICE
MENTALITY
WE-CENTRISM
76%
would use a
digital agent to
learn about new
products and
services.
80%
value personalization for any new products
and services offered by their providers.
80%
would consider purchasing electricity, energy-efficient
products or related services from alternative providers.
82%
would be willing to buy additional products
and services if they were personalized.
61%
are interested in an
online marketplace
to sell the
electricity they
produce to their
neighborhood.
Nearly 50%
are interested in
community and
solar leasing
programs rather
than purchasing.
In the new energy ecosystem, the
customer side of the value chain is
where to build new value. Creating a
connected energy experience is how
to deliver that value.
NEW ENERGY CONSUMER: CREATING LINKS TO LOVE3
There’s good reason to give consumers what they want.
Our analysis suggests that much of future growth will
likely come further downstream through new energy
retail products and services and new ways of delivering
value to consumers. Possibilities include distributed
generation and electric vehicle products and related
services, as well as adjacent markets for connected
buildings and cities. Our analysis suggests that the
global market for connected energy products and
services could reach $240 billion by 2023 at an overall
growth rate of nearly 15 percent CAGR.
Meanwhile, the definition of an energy consumer—and
the role of energy retail and customer service—is
fundamentally changing. Energy providers need to
nurture two-way relationships addressing a broad set of
needs. And the need is urgent, as new market entrants,
industry convergence and even consumers themselves
are disrupting the energy ecosystem.
25%
through the
introduction of new
revenue opportunities.
While energy retail
typically accounts for
about 10 percent of
total industry revenue,
Accenture predicts by
2030 it will rise to about
NEW ENERGY CONSUMER: CREATING LINKS TO LOVE4。。。