Whether you’re an electric, gas or water company; you know you’re facing a sea of change in how you relate to and serve customers. Most understand that, in many cases, the previous ways of doing business are not built for the demands of today and tomorrow. You’re adapting to this “new normal” in many ways, including adopting new technologies, forging new relationships, changing the workforce culture and building new business models. We’re calling this a move toward being a Utility Platform Player, or an integrator and connector in a more expanded role at the center of a new energy economy. Explore how your peers are taking steps in this direction on the customer front.
In a move to get a deeper understanding of customers’ preferences and expectations—across numerous channels—power and utilities are developing business models geared toward better serving segments of their base. In fact, over half of utilities are already in the early stages of doing so, and an additional 26 percent have already developed new customer-centric business models. Some of the business models include advising on solar installations and storage systems, offering rebates on smart thermostats or energy efficient appliances or electric vehicle charging, for example.
Michael (Casey) A. Herman
Energy, Utilities & Mining Co-leader; US Power & Utilities Leader, PwC US
Principal, Power & Utilities, PwC US
Digital Customer, PwC US