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Delivering New Energy Experiences for Future Growth

Accenture research delves into the upheaval of the energy ecosystem; at the heart is the evolving energy consumer.

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Delivering New Energy Experiences for Future Growth

  1. 1. NEW ENERGY CONSUMER RESEARCH Delivering new energy experiences for future growth Copyright © 2021 Accenture. All rights reserved.
  2. 2. 2 Lead with purpose- driven customer experiences Embrace sustainable offerings Seize the window of opportunity to lead with new energy products and services Digital to the max Pivot from a utility to an entirely new type of business that provides digital energy services NEW ENERGY CONSUMER DELIVERING NEW ENERGY EXPERIENCES FOR FUTURE GROWTH Five key takeaways arise from this year’s research Copyright © 2021 Accenture. All rights reserved. 01 02 03 04 05
  3. 3. NEW ENERGY CONSUMER DELIVERING NEW ENERGY EXPERIENCES FOR FUTURE GROWTH Six Forces Shaping the Ecosystem Emerging Sources of Value Four Strategic Plays Executing at Scale “The Why” Burning Platform “The What” Tech & Biz Models “The How” Guidelines for Execution Energy Value Provider Energy & Home Services Provider Connected Energy Services Provider Beyond Energy This year’s report offers a framework to help energy companies examine their path forward 1 2 3 4 3 Consumer Generation and Storage eMobility Energy Efficiency and Energy Management Demand-side Flexibility Alternative Financing Copyright © 2021 Accenture. All rights reserved.
  4. 4. POWERFUL FORCES ARE SHAPING THE NEW DOWNSTREAM ENERGY ECOSYSTEM We have reached an inflection point—pandemic or not—in the transition to a decarbonized future 4 Copyright © 2021 Accenture. All rights reserved. Digital technologies expose new value potential with digital customer journeys, online sales and services, personalization and AI-driven customer operations Investor interest in sustainable businesses grows as the financial industry looks to innovative, green-focused utilities as the energy businesses of the future Competition is heating up with new entrants such as auto manufacturers, tech companies, oil and gas majors, and startups looking to capture downstream energy value Energy demand growth is sluggish as electrification of transport and heating are offset by energy-efficiency measures and DERs Renewables are being deployed at a rapid pace and increasingly competing with and beating traditional generation sources on price Business continue to make climate commitments alongside increasingly ambitious government-led sustainability targets and regulation
  5. 5. NEW SOURCES OF CUSTOMER VALUE ARE EMERGING These sources of value are rapidly maturing and gaining traction, with opportunity across segments Copyright © 2021 Accenture. All rights reserved. Retrofit programs, device maintenance services, revised building codes, appliances standards and intelligent management systems EV energy supply, charging on the go, charging anywhere, home/fleet charging and smart charging Equipment referral and installation, operations and maintenance, energy storage, and community energy solutions such as offsite rentals Time-of-use tariffs/flexible tariffs/ demand- response options, dynamic pricing in retail markets, “smart” appliances, and DER value stacking Consumer Generation and Storage eMobility Energy Efficiency and Energy Management Demand-side Flexibility Alternative Financing Lease/rent models for assets with high upfront costs, “green finance” opportunities for zero-carbon infrastructure 5
  6. 6. FOUR STRATEGIC PLAYS FOR ENERGY COMPANIES The appropriate approach will differ based on individual client context Copyright © 2021 Accenture. All rights reserved. Connected Energy Services Provider Offering future- forward energy products and services Energy Value Provider Commodity focus, with value-added perks to improve retention Example: Eneco – Comfort Bonus Energy & Home Services Provider Adding “status quo” services in tandem with commodity Beyond Energy Pivoting to address emerging needs in the new power ecosystem Example: Iren Mercato – Micromobility Example: Centrica – Boiler Repair & Smart Home Example: Total – Vroaming eMobility Offerings 1 2 3 4 6
  7. 7. EBITDA = Earnings Before Interest, Taxes, Depreciation, & Amortization Source: Accenture modeling and analysis. Scope: Six Key European countries (NL, FR, DE, UK, IT, SP) …while traditional commodity growth stagnates Copyright © 2021 Accenture. All rights reserved. CONNECTED ENERGY HOLDS GREAT VALUE POTENTIAL 7
  8. 8. 8 CONNECTED ENERGY MARKET PERSPECTIVE AND VALUE POOLS There is a menu of connected energy experiences to capture value in DER and eMobility Copyright © 2021 Accenture. All rights reserved. Scope: Six Key European countries (NL, FR, DE, UK, IT, SP) EBITDA 2030 outlook (billion euros) – commodity vs new business in utilities retail in six key European markets Source: Accenture modeling.
  9. 9. EMOBILITY AND DER OPPORTUNITIES CAN HELP AVOID SIGNIFICANT NET EMISSIONS Source: Accenture modeling. B2C B2B Quantification focuses on internal combustion engines replaced by EVs, and electricity consumption replaced by standalone PV or PV with storage (million metric tons CO2/year in 2030) 9 eMobility 59 DER 17 Copyright © 2021 Accenture. All rights reserved.
  10. 10. 10 CUSTOMERS ARE READY TO ENGAGE – IF ADOPTION BARRIERS ARE ADDRESSED BARRIERS TO ADOPTION Success hinges on four experience drivers TOO MANY CHOICES Customers feel overwhelmed by the wide range of options for home insulation, renewable energy systems or an EV and want simple, personalized solutions. LACK OF FINANCING OPTIONS Customers need affordable, low-carbon solutions—whether EVs, solar PVs, batteries or heat pumps—which require better financing solutions. UNCERTAINTY ABOUT DATA USE AND PRIVACY Customers are concerned about safety and privacy so it is critical to balance these priorities with the benefits of access to data for personalization and efficiency. NOT ENOUGH INFORMATION Customers want better insight into the real costs and benefits of low-carbon solutions by trusted authorities. SIMPLICITY TRANSPARENCY AFFORDABILITY TRUST 01 02 03 04 EXPERIENCE DRIVERS Copyright © 2021 Accenture. All rights reserved.
  11. 11. THREE PATHWAYS FOR MAKING NEW BUSINESS MODELS A REALITY One pathway is currently viable, and two others are likely to become more broadly viable in the future. Copyright © 2021 Accenture. All rights reserved. Now Future Future Current value pathway: direct solutions, focusing on individual and bundled offerings of connected energy solutions in the eMobility and DER space. Future value pathway #1: aggregation and commercial asset optimization depending on market structures and rules, volatility from renewables, and natural gas prices— enabling value stacking of aggregated DER assets. Future value pathway #2: pivots beyond the core business with energy companies extending their retail offerings beyond energy, such as offering security, telecom or financial services. 11
  12. 12. NINE GUIDELINES CAN HELP ENABLE SUCCESSFUL EXECUTION AT SCALE Now is the time to execute, with digital customer experience at the core Hone an intentional brand and connect with customers on their terms Leverage customer lifetime value as the guide Master asset, device, and field operations Build a strong technology stack with intelligent platforms at the core Prioritize people and tap into digital workforce enablement Double-down on digital customer operations with AI-powered engagement Capitalize on intelligent pricing Partner for shared success Prioritize data as fundamental Copyright © 2021 Accenture. All rights reserved. 12
  13. 13. 13 Managing against these proactively can help smooth the path to value at scale WE OBSERVE SEVEN COMMON CHALLENGES AND GUIDELINES FOR EXECUTION Common Challenges Guidelines for Execution Bundling can be tricky Serving the SMB segment with connected energy services can be costly and complex Pushing digital customer solutions can be difficult Time to market for new business models and offerings can be slow Pilots and proofs of concept can get “stuck” The tipping points for new business models can feel as if they are still far in the future Regulation may not effectively incentivize newer business models Stabilize individual journeys before bundling Strike a balance between customer personalization and standardization Embrace consumer adaptability and digital as the new normal Build, buy or borrow – committing to differentiated capabilities Adopt a structured approach to innovation and execution Time to market is key—be patient and lean on commodity business to bridge the gap Collaborate to evolve market structures, especially while ecosystems are more open to change Copyright © 2021 Accenture. All rights reserved.
  14. 14. TIMING OF NEW MARKET ENTRY IS CRUCIAL, AND MARKET POSITION TAKES INVESTMENT The commodity business represents a steppingstone to bridge the gap In new markets (e.g., EVs and flexibility) it is important to enter in time to build a position. But there is also a need to be patient, before the volumes start to scale and the business case works out. In the first few years, you may actually lose money, but you will be building this market position. Be prepared to take this time and survive the valley of losses and rise as a new company. Above all, act now while you still have a commodity base to help you bridge the gap between old and new. Copyright © 2021 Accenture. All rights reserved. 14
  15. 15. 15 Copyright © 2021 Accenture. All rights reserved. CONTACTS Wytse Kaastra Managing Director, Utilities, Energy Retail and Customer Services Sanda Tuzlic Managing Director, Strategy & Consulting, Utilities, Energy Transition Services Gabriel Grossman Offering Development Principal, Energy Transition Services Elizabeth Burlon Manager, Strategy and Consulting, Utilities Learn more about the New Energy Consumer research program at ABOUT ACCENTURE Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all these services. We combine unmatched experience and specialized capabilities across more than 40 industries— powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With 514,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises.