Energy sector digitalisation should focus on people, not technology: Accenture

Energy sector digitalisation should focus on people, not technology: Accenture

Many energy providers have been working hard to embrace digital. Yet one-third of energy consumers still struggle with their digital experiences, according to Accenture’s findings in its 2017 “New Energy Consumer: New Paths to Operating Agility” report.

One reason identified for this struggle is energy providers adopting a technology-first approach to digital transformation. For example, when energy providers are digitising core customer-facing touchpoints (such as move in/move out processes), their focus is more on automation and less on its impact to customer experience. In this instance, providers could spend more time selecting and purchasing technology, than determining which processes would benefit from digital solutions, and why

Another reason identified is energy providers’ long-time commitment to continuous process development and compliance with industry and regulatory standards. While important, these are often insufficient to keep a provider competitive and relevant amid growing asymmetric competition in the dynamic energy marketplace. Accenture’s report suggests that delivering a personalised, seamless customer experience may be an equally important use of resources.

By : Accenture