The Future of Utility Customer Experience The Future of Utility Customer Experience Adapt Today,...

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The Future of Utility Customer Experience

Adapt Today, Succeed Tomorrow

Keenan Samuelson

Analyst, Customer Experience

© 2017 E Source | www.esource.com 2

Agenda

The Forces of Change

Impacts to Utilities

Paradigm Shift in the Utility Customer

Experience

Adapting to The Customer-Controlled

Experience Paradigm


The Forces of

Change


5 Shifts in Consumer Expectations


The Technology-Expectations Feedback Loop

© 2017 E Source | www.esource.com 6© 2017 E Source | www.esource.com 6

Impacts to

Utilities


The Utility-Customer Relationship


AI


VR


The Utility-Customer Relationship


Energy-Use

Advice


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.


Young Customers Lead the Way on HEM System Adoption


Younger Customers Most Likely to Own Smart Thermostats


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


Disruptions to the Customer Relationship


Convenient Energy Upgrades


Energy-Efficiency

Upgrades


Why Don’t All of Your Customers Participate in Efficiency Programs?

Major experiential problems from the customer’s perspective:

Confidence

Trust

Time

Complication

Inertia


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”


Convenient Energy Upgrades


Power Delivery


Younger Customers Are Considering Solar


Expectations for Rooftop Solar

I AM

MY OWN

POWER

COMPANY—Actual yard sign from solar

installer, Boulder, Colorado


Younger Customers Willing to Pay More for Solar


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


Power-Supply Mix


Paradigm Shift in

the Utility Customer

Experience


The Utility-Controlled Experience Paradigm


The Customer-Controlled Experience Paradigm


Adapting to the

Customer-Controlled

Experience Paradigm


The Building Blocks of a Comprehensive CX Strategy


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


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

https://www.esource.com/cxmaturityassessment

https://www.esource.com/cxs-1700002-003/why-utilities-need-comprehensive-cx-program-survive-future

https://esource.wistia.com/medias/17jas7gidl


Thank You!

Keenan Samuelson, CCXPAnalyst, Customer Experience

E Source

303-345-9144

[email protected]

mailto:[email protected]

The Future of Utility Customer Experience The Future of Utility Customer Experience Adapt Today,...

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