Plug in

Customer

EY - Plug in Customer
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This issue of Plug in focuses on a question that continues to challenge the power and utilities (P&U) sector: Why do so many utilities struggle to satisfy customers?

We explore key lessons learned and how to chart a more effective path for the future. The bottom line: aligning innovation to purpose is the clearest path to success.

EY - The changing utility-customer relationship

The changing utility-customer relationship

As the sector transforms, utilities must adopt new, purpose-led, customer-driven strategies and business models.

EY - Your customers’ expectations are rising: shouldn’t yours?

Your customers’ expectations are rising: shouldn’t yours?

When it comes to customer service, the bar is set high. Utilities need to aim for world-class service to meet the demands of today’s consumers.

EY - The utility of the future

The utility of the future

To succeed, utilities need to master the front office and customer data; only then can innovation flourish.

EY - Digital: Whose job is it?

Digital: Whose job is it?

Yes, you need cross functional leadership, but everyone must take responsibility for digital to win customers’ hearts, minds and wallets.

EY - Innovation: a US perspective

Innovation: a US perspective

Technology is rapidly altering the utility marketplace. How are US utilities using innovation to better serve customers and enhance profitability?

EY - Lessons learned from customer and billing transformations

Lessons learned from customer and billing transformations

Past implementations have shown the importance of minimizing customization, preparing for the post go-live “storm” and investing in data quality.

EY - Demand response: from customer to partner

Demand response: from customer to partner

In the past, utilities provided a service to customers. With Demand Response (DR), utilities will provide a service with customers. But DR will fail without the right customer engagement.

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