Post on 19-Mar-2020
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The Future of Utility Customer Experience
Adapt Today, Succeed Tomorrow
Keenan Samuelson
Analyst, Customer Experience
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Agenda
The Forces of Change
Impacts to Utilities
Paradigm Shift in the Utility Customer
Experience
Adapting to The Customer-Controlled
Experience Paradigm
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The Forces of
Change
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5 Shifts in Consumer Expectations
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The Technology-Expectations Feedback Loop
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Impacts to
Utilities
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The Utility-Customer Relationship
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AI
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VR
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The Utility-Customer Relationship
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Energy-Use
Advice
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Customers Want Automatic Savings
88%of customers would find it valuable for
smart homes to “set up devices to automatically
save energy without user input”
Base: n = 959. Data from E Source Residential Utility Customer Survey 2016.
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Young Customers Lead the Way on HEM System Adoption
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Younger Customers Most Likely to Own Smart Thermostats
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Smart Thermostats More Than a Product
Nest’s monthly energy summary email includes:
Usage report
Usage analysis
Comparison to other homes
Environmental impact analysis
Source: Nest
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Disruptions to the Customer Relationship
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Convenient Energy Upgrades
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Energy-Efficiency
Upgrades
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Why Don’t All of Your Customers Participate in Efficiency Programs?
Major experiential problems from the customer’s perspective:
Confidence
Trust
Time
Complication
Inertia
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New Entities Looking to Own the Experience
Messaging strategy:
100%, no-money-down
financing
Recommended contractors
“More projects in less time”
“Easy application process”
“Great experience”
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Convenient Energy Upgrades
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Power Delivery
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Younger Customers Are Considering Solar
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Expectations for Rooftop Solar
I AM
MY OWN
POWER
COMPANY—Actual yard sign from solar
installer, Boulder, Colorado
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Younger Customers Willing to Pay More for Solar
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The New Face of the Energy Consumer Experience
Energy-use tracking and
savings opportunities
Payment and billing options
100% renewable-sourced
energy
Available to renters and
homeowners nationwide
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Power-Supply Mix
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Paradigm Shift in
the Utility Customer
Experience
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The Utility-Controlled Experience Paradigm
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The Customer-Controlled Experience Paradigm
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Adapting to the
Customer-Controlled
Experience Paradigm
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The Building Blocks of a Comprehensive CX Strategy
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The new energy consumer will have expanded
expectations for customer experiences.
Utilities need
a comprehensive CX transformation
that involves an engaged workforce to
rethink, revitalize, and reimagine your
relationships to the customers you serve.
The Future of Utility CX
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Your Next Steps
Take the E Source CX Maturity Assessment
Read the new report Why Utilities Need a Comprehensive
CX Program to Survive in the Future
Watch the video featuring Bob Tipton of R S Tipton on how
to inspire the transformational change needed for the future
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Thank You!
Keenan Samuelson, CCXPAnalyst, Customer Experience
E Source
303-345-9144
keenan_samuelson@esource.com