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1、 2NEW ENERGY CONSUMER NEW PATHS TO OPERATING AGILITYINTRODUCTIONPEOPLE AT THE WHEEL PUTTING DIGITAL TO WORKTALENT TRANSFORMEDDIGITAL DECONSTRUCTEDFIND FRIENDSTRACKING TRANSFORMATIONMOVE AHEAD WITH NO REGRETSTHE NEW ENERGY CONSUMER RESEARCH37192024283237393NEW ENERGY CONSUMER NEW PATHS TO OPERATING A
2、GILITYVOLATILE MARKETS, CHANGING REGULATORY FRAMEWORKS AND GREATER CONSUMER ENGAGEMENT ARE SHAPING AN INCREASINGLY COMPLEX ENERGY ECOSYSTEM.Over the past eight years, Accenture has collected energy consumer insights from questionnaire-led interviews with more than 80,000 consumers around the world.
3、Our goal: to help energy providers understand emerging needs and preferences, identify new challenges and opportunities, and bring focus to the competencies essential for success in the changing energy marketplace.The terrain is challenging. But its also full of opportunities for growth through new
4、markets, new ventures and new value creation. These shifts are nothing newAccenture has said all this before. But what has changed now is that the utilities industry is reaching a point of no return.Long-standing business models are being actively disrupted. Solar, storage, microgrids and other dist
5、ributed energy resources (DERs) are combining with the rapidly falling costs of disruptive technology, the proliferation of automation and artificial intelligence, and the increased adoption of energy-efficiency products and services. At the same time, consumer expectations are now liquid, flowing f
6、rom one experience to the next and challenging energy providers to keep pace with standards set in other industries. In this era of the digitalization of everything, and of hyper-relevant personalization, a relentless obsession with customers is no longer an option. Its a must.In the face of these g
7、ame-changing shifts, successful energy providers are pivoting to a new decentralized, decarbonized and digital world. They are developing future-forward strategies and building new capabilities that enable them to seize opportunities and scale quickly. In the previous report, New Energy Consumer: Th
8、riving in the Energy Ecosystem, Accenture identified four consumer trends: instant everything, hyper relevant, meaningful experiences and collective consumption. Through our research program, we have continued to track these trends under the ongoing influence of disruptive digital technologies and t
9、he market realities of the new energy ecosystem. To offer a forward-looking view of the implications for customer operating models, the trends focus on the latest customer attitudes and behaviors. Our “May the bots be with you” report captures, for example, the way robotic process automation and art
10、ificial intelligence are facilitating new consumer insights, customer engagement personalization and are taking “instant everything“ to a new level (see Figure 1).4NEW ENERGY CONSUMER NEW PATHS TO OPERATING AGILITYFIGURE 1. CHANGING CONSUMER BEHAVIORS AND PREFERENCES ARE IMPACTING ENERGY PROVIDERS A
11、ND DRIVING THEIR DIGITAL OPERATING MODELS FORWARD.When it comes to digital, there is a wide spectrum of possible engagements, with digital active users at one end and the unengaged status quo at the other. To date, most energy providers have led with a technology approach to digital, leading to disa
12、ppointed customers and providers. Its time to rethink that approach.TOTALLY DIGITAL? MAYBE NOTProviders are no longer on their own in the quest to keep pace with consumers “instant everything” expectations. Artificial intelligence is quickly changing the customer service paradigm. Now is the time to
13、 make investments and use bots to delight customersand deliver against key goals.MAY THE BOTS BE WITH YOUThe way to keep consumers engaged, loyal and satisfied is through relationships that are meaningful and individualized moving from touchpoints to trustpoints. Successful energy providers are offe
14、ring personalized experiences and relevant products and services, where and when customers want them.THIS TIME IT GETS PERSONALEnergy providers are on the edge of a major shift from commodity provider to orchestrator of an innovative, fluid ecosystem. The winners will form diverse partnerships, coll
15、aborations and alliances to spur innovation, drive product and service development, accelerate culture change and capture new opportunities.PARTNER OR PERISHTransient consumers are nothing new. But their dynamics are accelerating due to market shifts, disruptive technologies and regulatory changes.
16、More than ever, providers need deeper insights so they can understand, act onand profit fromindividual consumer preferences and behaviors. Switchers matter.SWITCH THE SWITCHERS5NEW ENERGY CONSUMER NEW PATHS TO OPERATING AGILITYThe spectrum of customer plays for energy providers also continues to be a relevant consideration (see Figure 2). Accenture believes that, regardless of which play or combination of plays an energy provider chooses, it must keep a close eye on c
