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Customer Experience Transformation Solution
In Power and utilities
As the energy system evolves, what customers want — and the world needs — from providers is changing fast. Those that transform the customer experience can unlock growth, reduce costs and create long-term value.
What EY can do for you
Energy is now central to everyday life. Consumers have more options to generate, manage and control their energy use than ever before. But complexity is rising — and so are expectations.
As energy increasingly impacts how consumers live, think, believe and act, providers must rethink the entire energy experience. Through AI, digital innovation and human-centered design, providers can create simple, effortless and more affordable experiences that build confidence in a changing energy system.
At the EY organization, EY teams help providers transform the customer experience through a people-first, digitally enabled approach that engages an increasingly diverse customer base. EY support includes:
- Adaptive workforce: supporting teams to transform into an adaptable, digitally enabled, highly skilled workforce where better processes and operating models help enable exceptional customer outcomes
- Digital enablement: deploying AI, digital and customer platforms that simplify and help optimize customer and employee experience, support affordability, uplift workforce productivity, and safeguard data and privacy
- Operational agility: adopting business processes, technical capabilities and operating practices that create flexibility and agility to keep pace with change
- Effortless engagement: helping create simple, intuitive experiences that anticipate customer needs, strengthen energy wellbeing, and increase satisfaction, trust and confidence
- Innovative growth: building new products and services at scale to create new revenue opportunities and drive growth
- Energy enablement: helping create long-term value through offerings and operating capabilities that build operational resilience and empower consumers to manage their energy use and costs
A resilient and prosperous energy future depends on engaged and empowered customers. Providers that act now to transform the customer experience can help shape that future and unlock new opportunities for growth.
Our latest thinking
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Why wavering consumer confidence could stall the energy transition
The Energy Consumer Confidence Index reveals that the impact of the energy transition is hitting home. Discover more.
Energy providers can guide consumers in the transition
Energy is now a personal priority for consumers, with big implications for energy providers that risk being left behind. Discover more.
As consumers lead the way, how can energy providers light the path?
The rise of the “omnisumer” gives energy providers an opportunity to differentiate by creating a seamless, sophisticated customer experience. Find out more.