乌鸦传媒

Skip to Content

Customer experience in energy retail

Customers are at the centre of the biggest digital transformation in the history of the energy industry.

Everyday technologies are empowering consumers to take control, choosing energy services providers based on their preferences, values, and experiences of personalized services, readily available in other sectors. They鈥檙e energy producers and storers too, with their own solar panels, wind turbines and electric vehicles.

But while agile, service-centred newcomers are creating a busy and diverse marketplace, established energy services providers retain important competitive advantage. Converting rich reserves of real-time customer data into powerful insights and business intelligence, using smart analytics and AI, can transform a commodity provider into an engaged partner. The result is flexible, optimized 鈥� and profitable 鈥� energy services that customers value and trust.

 鈥淭he energy transition is bringing disruption to our energy systems. This is far outweighed, though, by the opportunities available to drive fundamental transformation to customer relationships based on intelligent use of data, AI and cloud technologies. The future of Customer is digital, intelligent, sustainable, optimised but most importantly, attainable now!鈥�

Carl Haigney
Global VP, Energy Transition and Utilities Customer Sector

Explore in-depth articles

    Demand side energy transition

    Engaging consumers and leveraging technology is essential for an effective and fair energy transition

    Read more

    Electricity consumption in Europe

    Electricity consumption is not rising as predicted in Europe

    Read more

      What we do

      Inform strategic decision-making and lead solution design

      We鈥檙e at the start of the energy services revolution. Organizations that make informed, strategic decisions now will be best placed to thrive as the market wrestles with complexity and competes for today鈥檚 increasingly savvy, digitally enabled consumers.

      乌鸦传媒 is at the heart of the global energy transformation using our unique innovation platforms, such as our Accelerated Solutions Environment. We support organizations to define their strategic direction, design data-driven energy services that optimize the user experience and devise comprehensive implementation roadmaps.

      Evolving energy consumer behaviours means that technology-empowered innovation is vital for successful transition to the next generation energy services market.

      乌鸦传媒 combines global leadership and best practice in cloud, data, AI, connectivity, software, digital engineering and platforms. In combination this technology delivers successful outcomes for your business, your people, for society and for our planet. We forge close partnerships with the world鈥檚 leading technology companies. But our independence enables us to select with precision the mix that work best for you.

      乌鸦传媒 can help you to take a comprehensive, holistic approach to transformation, building strong technological foundations and achieving scale. We also transform businesses with a range of streamlined, cost effective, back-office systems, providing dedicated expertise, flexibility and continuous improvement.

      We鈥檒l help you adopt an end-to-end digital mindset, maximising the power and impact of automation, artificial intelligence and machine learning. Our Augmented Customer Experience helps to redefine your customer service strategy, using data and analytics to create tailored experiences that customers remember and value. One key result is contact centre teams that are empowered and motivated to provide informed, personalised services.

      Digital thinking and customer-centric services not only enhance customer engagement, satisfaction and retention, they also transform a cost centre into a revenue engine at the core of the business, driving productivity, profitability and value.

      As the scope of services provided by energy retailers continues to expand, maintaining in-house expertise across the range 鈥� from EVs to smart meters and everything in between 鈥� becomes increasingly costly and inefficient.

      乌鸦传媒 is a world leader in enabling the convergence of the physical and digital worlds. It does this by deploying a multi-skilled, global team of 50,000 engineers to solve the complex design and build challenges that enable the global roll out of today鈥檚 new technologies.

      Augmented service for energy and utilities

      At 乌鸦传媒, we鈥檙e empowering your service agents to proactively address customers鈥� expectations and future needs.

      Read more

      Client stories

        GASAG鈥檚 transformation journey

        GASAG鈥檚 transformation journey to carbon neutrality

        乌鸦传媒 Invent worked with GASAG to validate climate neutrality targets, identify fields of action, and develop a CO2 Savings Roadmap.

        乌鸦传媒 Invent
        Read more

          Meet our experts

          Carl Haigney

          Expert in IT/BPO and Consulting space, Utility Industry Transformation
          I lead our global partnership with Centrica, responsible for the continued development and delivery of propositions and innovation which combine our breadth of expertise from consulting to application and outsourcing services. My experience within technology solutions is supplemented by a detailed knowledge of the outsourcing market and management of key IT, consulting and BPO services 鈥� developing and applying solutions to major business issues with managed risk and ongoing performance improvement. Many of the solutions have been 鈥榟eart of the industry鈥� business critical systems.

          Mike Lewis

          VP Global Leader Energy Transition
          He is the lead of 乌鸦传媒’s Energy Transition business globally. He is responsible for our client’s success in their move to low carbon energy – both the products and services our clients bring to market, and how their own company transition to low carbon, sustainable business practices.

          Piers Dove

          Global Head of Customer Experience for Energy Transition and Utilities (ET&U)
          I help our global ET&U clients to deliver transformational customer experience outcomes, as they adapt to the challenges brought about by increasingly competitive and dynamic markets, business and consumer demands and energy transition. I collaborate closely with our ecosystem partners to create client value drive innovation and efficiency through the adoption of agentic and data driven digital solutions and strategies that are revolutionising the personalisation and competitiveness of offers and services that our customers offer in the market.