This document discusses four key forces shaping the utility marketplace: personalized energy, asymmetric competition, digital interactions, and shifting regulatory frameworks. It also summarizes that digital consumers offer more business value as they are more satisfied, trusting, and likely to participate in utility programs and share information. Finally, it promotes Accenture's customer experience solution for utilities that combines Salesforce capabilities to deliver an enhanced, continuous customer experience across marketing, sales, service and operations.

1. Leading the way with
innovation in the digital
utility retail (r)evolution

2. 2
Forces shaping the market place for utility retailers
Copyright © 2016 Accenture All rights reserved.
Despite varying challenges
and market conditions,
every utility needs to
consider these four forces
Personalized energy
Solar, electric vehicles,
storage and microgrid
adoption is on the rise
Asymmetric
competition
Competition and new
entrants from non-energy
providers continues to
increase
Digital interactions
Energy consumers are
becoming increasingly
connected, mobile and
social—and they have the
same expectations for their
energy providers
Shifting regulatory
frameworks
Developing movement in
retail market liberalization,
alternative revenue models
and performance-based
remuneration

3. 3Copyright © 2016 Accenture All rights reserved.
Digital consumers show significant potential for utility retailers
Digitally engaged consumers offer more business value to energy providers. Utility retailers have much to gain by
converting and retaining digital consumers.
more likely to sign up for automated home
energy management devices or services
more satisfied with
their energy provider
more trust in their
energy provider
more likely to recommend
their current energy provider
more likely to sign up
for home energy
generation products
more likely to participate
in an energy management
program
more likely to share
their personal information and
energy usage information
Non-digital channel users
Digital
channel users
13%
42%
59%
80%
55%
69%
51%
73%
53%
73%
31%
41%
48%
70%
Digital channel users Source: The New Energy
Consumer: Unleashing
Business Value in a Digital
World, Accenture, 2015.

4. 4
In architecting a future-forward strategy, utility retailers should
look to critical imperatives to unleash digital value
Copyright © 2016 Accenture All rights reserved.
Consumer channels
Channels represent the layer of all different customer interactions.
Control center
Control center capabilities uniformly unlock relevant data from any customer channel, allowing any channel
to initiate the business processes.
Quality and
performance
management
Document and
output
management
Customer relationship management
CRM capabilities support sales, campaign, service and
marketing management. All customer interaction and
contact data is stored in CRM.
Customer contract,
billing and collections
Market
message
CTRM ERP MDM
Analytics
Analytical capabilities
consolidate all data
and create insights to
be leveraged in
marketing, sales and
service processes.
Middleware
Areas to explore include control center, product management, analytics and meter data management.

5. Integration with utility-specific billing solutions
• Contract
management
• Customer and
contact management
• Case management
• Customer 360 view
• Chatter
• Knowledge mgmt.
• Macros
• Social• Customer community
• Partner community
for Survey
for Output
for Signing
• Prospect and lead
management
• Opportunity
management
• Pricing and quotation
• Product management
• Segmentation
• Omni-channel
management
• Marketing
automation
• Campaign
monitoring
• Loyalty
management
5Copyright © 2016 Accenture All rights reserved.
The Accenture Customer Experience Solution for Utilities combines
the strengths of the Salesforce Customer Success Platform
• Reports
• Dash-
boards

6. 6Copyright © 2016 Accenture All rights reserved.
Service and
Operations
Marketing
and Sales
Evaluate
Use
Purchase
Consider
Discover
Discover
Consider
Evaluate
Purchase
Use
From the traditional sales funnel … … to a dynamic and continuous customer experience
End-to-end scenarios across marketing, sales, service and operations drive an enhanced customer experience.
The Accenture Customer Experience Solution for Utilities delivers a
dynamic and continuous customer experience

7. 7
Seize the opportunity today and stay ahead of the curve.
Copyright © 2016 Accenture All rights reserved.
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Accenture Utilities
Learn more: https://www.accenture.com/us-en/insight-customer-experience-solution-utilities