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The New Energy Consumer: Four Keys to Digital Trust

By focusing on getting the basics right and eliminating areas of dissatisfaction, energy providers can establish a strong foundation for enhancing the customer relationship. Learn more at www.accenture.com/newenergyconsumer2015.

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The New Energy Consumer: Four Keys to Digital Trust

  1. 1. The New Energy Consumer: Four Keys to Digital Trust Copyright © 2015 Accenture. All Rights Reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture .
  2. 2. 2 Accenture’s New Energy Consumer Research Program Over six years of comprehensive and continuous research focused on energy consumers, our results offer actionable insights into the preferences and values shaping the energy marketplace. >60,000 consumers surveyed in 26 countries Survey of market trends and priorities for 25 leading utilities customer executives In-depth analysis of technology adoption in 10 major markets >2,000 small and medium businesses in 9 countries Market insights and leading practices from more than 80 leading energy providers and over 40 cross-industry providers Copyright © 2015 Accenture All rights reserved.
  3. 3. It is the confidence placed in an organization to collect, store and use the digital information of others in a manner that can benefit and protects those to whom the information pertains. 3Copyright © 2015 Accenture All rights reserved. How does Accenture define digital trust?
  4. 4. 4Copyright © 2015 Accenture All rights reserved. Security • Malware/virus protection • Proactive data integrity/hacking prevention • Data permissions and user identity • Data encryption standards • Data access logs and important storage standards • Data connections (VPN, SSL) • Architecting resiliency Privacy/Data control • Company data policies • Third-party data sharing • M2M data sharing • Regional cultural expectations • Government access Accountability • Self-governance • Reactive data integrity/legal resource • Global and regional data standards • Government requisition Benefit/Value • Customer value • Services in-kind • Revenue • Brand value/loyalty • Customer service Four Keys for Energy Providers to Build Digital Trust
  5. 5. 5Copyright © 2015 Accenture All rights reserved. Confidence in energy provider to secure and protect personal data and information about energy usage Base: All respondents Source: The New Energy Consumer: Unleashing Business Value in a Digital World, Accenture 2015. Digital Trust and the New Energy Consumer Digital trust drives confidence 76% of digital channel users 57% of non-digital channel users
  6. 6. 6Copyright © 2015 Accenture All rights reserved. Digital trust enables value for the customer Digital Trust and the New Energy Consumer 40% of consumers would be interested in using their social media credentials to log into their energy provider’s portal Base: All respondents Source: The New Energy Consumer: Architecting for the Future, Accenture 2014.
  7. 7. 7Copyright © 2015 Accenture All rights reserved. Digital trust can impact brand value Digital Trust and the New Energy Consumer 41% of consumers believe their digital experience with their energy providers is more difficult than with other types of providers Base: All respondents Source: The New Energy Consumer: Unleashing Business Value in a Digital World, Accenture 2015.
  8. 8. 8Copyright © 2015 Accenture All rights reserved. Follow Us: Twitter: @Accenture_Util LinkedIn: Accenture Utilities Visit www.accenture.com/newenergyconsumer2015 About Accenture. Accenture is a global management consulting, technology services and outsourcing company, with more than 336,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$30.0 billion for the fiscal year ended Aug. 31, 2014. Its home page is www.accenture.com.

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By focusing on getting the basics right and eliminating areas of dissatisfaction, energy providers can establish a strong foundation for enhancing the customer relationship. Learn more at www.accenture.com/newenergyconsumer2015.

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