Exponential growth in technological capabilities and evolving customer expectations lie at the heart of a fundamental change taking place in the relationship between power and utilities providers and consumers. http://www2.deloitte.com/us/en/pages/energy-and-resources/articles/digital-transformation-utilities-customers.html?id=us:2sm:3ss:punxtgen:eng:er:011818

1. UTILITY 2.0
WINNING OVER THE NEXT
GENERATION OF UTILITY CUSTOMERS
RISING CUSTOMER EXPECTATIONS
OPPORTUNITIES TO STAY
AHEAD OF THE CURVE
PARTICIPATION GAP
ADDITIONAL SERVICES
BRAND PERMISSION
USE OMNICHANNEL STRATEGY AND PARTNERSHIPS
TO DECREASE PARTICIPATION GAP
LED LIGHTING ENERGY
EFFICIENCY
71%
TIME-OF-USE
RATES
Does my provider have EE Programs?
INTEREST IN
TRANSACTIVE
PLATFORMS
50 percent of residential
respondents were interested in
purchasing solar + storage.
Commercial respondents were
interested in chiller & load
management services, with 78
percent already participating in
EE lighting.
CARE ABOUT COST
& SUSTAINABILITY
52 percent of residential customers
were primarily motivated by
reducing costs.
50 percent of commercial
customers were primarily motivated
by preserving the environment.
DIFFERENTIATED
COMMUNICATION
57 percent of residential
respondents were most interested in
interacting with their utilities provider
via the company website
52 percent of commercial
respondents were most interested
in interacting with their utilities
provider via phone call.
INDUSTRY TRENDS
Storage
Lithium ion battery costs have
dropped 65% from 2000 to 2015.
Solar
The cost of solar PV has dropped
19 percent in the past year (2015 to
2016) and 63 percent over the last
five years (2011 to 2016).
DIGITAL TRENDS
Devices
The number of smartphones in the
U.S. has more than tripled between
2010 and 2016.
Big Data
2.7 zettabytes of data exist in
the digital universe today. One
zettabyte is equivalent to about
250 billion DVDs. This abundance
of data is radically changing
customer behavior and the way
businesses operate.
CUSTOMER
PREFERENCES
Consumer to Prosumer
Ease of access to information has
changed customers from passive
recipients to active participants in
the creation, marketing, and selling
of products.
Push to Pull Model
In response to increased
customer knowledge, companies
are shifting to the “Pull Model”
in which customers “pull”
businesses to act according to
their desired experiences.
Residential customers
71 percent of residential respondents were at least
somewhat interested in bundling services such as:
electricity, natural gas, waste removal, HVAC, and cable.
58%
57%
Commercial customers
58 percent of commercial respondents were
“extremely willing” to pay more for additional
services from their electricity provider.
Residential customers
57 percent of residential
respondents would be willing to
consider their utility company as
a provider of solar.
90%
Commercial customers
90 percent of commercial
respondents view their utility
as a trusted advisor.
“A lot of consumers are content with the traditional, affordable,
reliable power model; however, growing numbers of consumers
have higher expectations which present utilities with opportunities.”
PARTICIPATEINTERESTED PARTICIPATEINTERESTED PARTICIPATEINTERESTED
59%
51%
30%
36%
13%
7%
RECYCLING WASTE CABLE/INTERNETHVAC
WATER NATURAL GAS
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