Energy consumers value services that are fast, simple and effortless, making their lives easier. Learn about Instant Everything from Accenture’s 2016 New Energy Consumer research.

1. The New Energy Consumer:
Trends Shaping the Energy Ecosystem
Getting Instant Everything from Energy Providers

2. What is INSTANT EVERYTHING?
Energy consumers value services that are fast,
simple and effortless, making their lives easier.
They want to be served on their own
terms—anytime, anywhere.

3. What consumer experience in one industry sets the
bar and shapes expectations for all experiences
Consumer expectations are LIQUID
Copyright © 2016 Accenture All rights reserved. 3
9 65 26
6 63 31
8 64 28
8 63 29
9 67 24
7 65 28
Level of digital customer service expected from energy
provider vs. other industries
Consumer electronics company
Home monitoring company
Bank
Online site
Phone, cable or internet provider
Traditional retailer
Lower % The same % Higher %
9 65 26
6 63 31
8 64 28
8 63 29
9 67 24
7 65 28

4. People are now continuously online,
moving seamlessly among the Web,
telephony, social media and messaging
across multiple devices.

5. Copyright © 2016 Accenture All rights reserved. 5
2015
% interacted
2016
Phone with a representative 54%
Paper mail 48%
Online portal-website 43%
Email 41%
In person in a store 32%
Online with a representative 27%
Phone using menu options 43%
In person at your home 38%
SMS-text message 28%
Mobile application 27%
Not interacted 21%
Using social media 26%
Cross-channel interactions are on the rise
+7pts
+7pts
-
+2pts
+3pts
+6pts
+10pts
+9pts
+6pts
+7pts
+4pts
47%
41%
43%
39%
29%
21%
33%
29%
22%
20%
22%

6. A SEAMLESS one that delivers appropriate functionality in a
simple, intuitive and highly responsive manner
What types of experiences do consumers want?
Copyright © 2016 Accenture All rights reserved. 6
92% 92% 88%
CONSISTENT EFFORTLESS INTUITIVE
% of consumers stating these types of experiences are important when interacting with their energy providers.
The customer
experience is the same
whatever channel you
use
It is easy to complete
transactions whatever
channel you use
It is easy to navigate
from one interaction
channel to another

7. Copyright © 2016 Accenture All rights reserved. 7
What is at stake for energy providers?
A SEAMLESS customer experience is foundational
for energy consumers
83%
of consumers said it would
negatively impact their customer
satisfaction if their energy provider
was not able to provide a
seamless experience
77%
of consumers would be discouraged
to sign up for additional products
and services if their energy
provider was not able to provide
a seamless experience
SATISFACTION VALUE
+

8. Copyright © 2016 Accenture All rights reserved. 8
Even in the digital world, customer satisfaction is still heavily
anchored on basic factors:
At the same time energy providers must continue to
get the basics right
95%
Consistently gets
my bill correct
95%
Provides me
with reliable
energy delivery
94%
Provides clear and
easy-to-understand
pricing information
93%
Provides me
with efficient
customer service

9. Simplicity wins
To address the desire for ease and
effortlessness, energy providers need to
rethink development approaches to focus on
streamlining the entire customer experience.

10. The art of mastering interaction
By simplifying contact, providers
can create an environment where
consumers become accustomed
to repeatable interactions—forming
new habits.

11. But providers should not view
simplification as a tool for making
business easier for them. Rather,
they need to reshape the customer
interaction model to reflect the
consumer’s world—not the utility’s.

12. Consumers’ desire for simple,
low-effort services does not
mean they want oversimplified
solutions. They want service
both ways—simple but with
the thrill of discovery.

13. Accenture is a leading global
professional services company,
providing a broad range of services and
solutions in strategy, consulting, digital,
technology and operations. Combining
unmatched experience and specialized
skills across more than 40 industries
and all business functions—
underpinned by the world’s largest
delivery network—Accenture works at
the intersection of business and
technology to help clients improve their
performance and create sustainable
value for their stakeholders. With more
than 373,000 people serving clients in
more than 120 countries, Accenture
drives innovation to improve the way the
world works and lives. Visit us at
www.accenture.com.
About Accenture
Copyright © 2016 Accenture All rights reserved. 13
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