From home to industry, energy is everyone’s business

The growing adoption of new energy technologies and solutions means we are all omnisumers — engaged participants in a dynamic energy ecosystem that encompasses both residential and business environments, utilizing a variety of services and providers. Each of us interacts with energy in different ways, reflecting our unique “will, want to and won’t” preferences.

We assist energy companies in understanding the expectations of both residential and business customers, transforming their experiences to meet these diverse needs by prioritizing people first. By focusing on the unique needs of businesses, EY professionals enable energy providers to unlock value across the organizational chain and drive sustainable business growth, ultimately shaping a more resilient energy future.

Case studies

Commercial & industrial customers

Explore the challenges and opportunities arising from the surge in business energy demand.

The EY Global business customer energy transition insights report explores the challenges and opportunities arising from the surge in business energy demand. It highlights the need for energy providers to adapt to the evolving energy landscape by offering tailored services, leveraging digital tools and collaborating across the energy ecosystem. The report emphasizes the importance of balancing growth and sustainability and identifies key roles that energy providers can play to support business customers in their energy transition.

EY professionals play a pivotal role in helping businesses navigate the complexities of the evolving energy landscape by offering tailored services and leveraging advanced digital tools. The focus is on assisting energy providers in meeting the diverse and complex needs of business customers, while balancing growth and sustainability. We help reinvent the business energy experience, promoting access to reliable, affordable and sustainable energy. Our teams support businesses throughout the entire value chain to achieve their energy objectives by providing guidance, facilitating collaboration and delivering customized approaches that address their specific challenges.

Download the EY Global business customer energy transition insights report

PDF (2 MB)

Residential consumers

Learn about the five unique consumer profile segments with differing energy relationships.

How are real consumers approaching and thinking about the rising demand for energy expansion?

EY helps energy companies understand consumer expectations and transform their customer experience to meet those needs by putting people first.

Moving energy consumers from interest to action

Consumers are more interested than ever in clean energy options but 70% say they won’t spend more of their time or money to take action. Read more below.

Learn more about the five ecoEnergy profiles

Actively engaged in new energy options and advocates for sustainability
  • 55% own their homes.
  • 69% are willing to pay more for sustainable solutions.
  • Higher proportion of millennials and Gen Z.
  • First movers, willing to take risks and try new solutions.

Engagement approach

  • Cultivate as advocates and align with values.
  • Help them be at the leading edge with regular innovations.

EcoEnergy Champions are already engaged, feel personally responsible for the energy transition, and have already adopted a range of energy programs, products and services.

Conscious of energy usage and aware of sustainable options

  • 51% own their homes.
  • 53% are willing to pay more for sustainable solutions.
  • Higher proportion of millennials and Gen X.
  • Optimistic about the energy transition.

Engagement approach

  • Reward and amplify positive engagement.
  • Create exclusivity and visible outcomes to build prestige.

Energy Enthusiasts are receptive and highly engaged, have made significant changes to their lifestyles to be more sustainable, and are twice as likely to pay a premium for green products and services.

Not interested and just want easy energy solutions

  • 31% are renters.
  • Higher proportion of boomers and Gen X.
  • Don’t know or care about sustainable actions and investments.

Engagement approach

  • Use the crowd and social pressures to influence.
  • Make it easy to take action.

EcoEnergy Novices are resistant, if only because they are largely energy-agnostic and have the lowest levels of literacy around the actions they can take, and the investments they can make, to save money and energy.

Skeptical of sustainability and energy providers

  • Only 10% are willing to pay more for sustainable solutions.
  • Higher proportion of boomers and Gen X.
  • High interest in home solar and battery storage.

Engagement approach

  • Tap into tradition aligning with a trusted brand or group.
  • Offer hands-on experiences to prove a solution’s worth.

EcoEnergy Bystanders are resistant to aspects of the energy transition and have the lowest confidence in the value they see is being delivered.

Dependent on energy providers for support and information

  • 80% are doing everything they can to be sustainable.
  • Say they need solutions better suited to their situation.
  • Trust government and energy provider for support.

Engagement approach

  • Focus on messaging and solutions that reduce costs.
  • Engage through community groups and local support systems.

EcoEnergy Allies are most likely to feel they are prevented from engaging in the energy transition by their living situation or income. They told us that today’s energy products and services don’t fit their needs.

Explore your role in the energy transition

Our research points to five consumer profiles, each displaying its own relationship with energy. Discover your ecoEnergy profile.

Start my ecoEnergy profile

  • Together, Novices and Bystanders make up over one-third of consumers and are the “frozen middle,” resisting change due to a mix of indifference, skepticism and inertia. Activating these consumers requires companies to rethink traditional approaches around targeting early movers. More sophisticated engagement strategies and targeted value propositions (beyond sustainability) can appeal to the full spectrum of omnisumers.

    Consumer respondents by profile

Want to accelerate customer connections through technology transformation?

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How EY can help

The team

Greg Guthridge

Greg Guthridge
EY Global Energy & Resources Customer Experience Transformation Leader

Richard Charles

Richard Charles
EY Americas Power & Utilities Customer Experience Transformation Leader

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