UTILITY WEEK | 9TH - 15TH NOVEMBER 2018 |
19
Operations & Assets
Views from
the table
1. It is up to every
employee of an
energy company to
"own" the customer.
2. There is not
just one "type" of
customer. Different
types of customer
want different things.
3. The energy
industry must
become brave about
pushing back against
regulatory process.
4. Suppliers
should make sure
things don't get
siloed into different
departments within
their organisation.
5. They must also
make sure they make
the most of data
– the insight from
which is key.
Key
takeaways
David Ford, operations director,
Bristol Energy
"We've got loads of
data, what we haven't
got is a lot of insight.
How do you take
that data and apply
some intelligence to
it which gives you
insight?"
Kat Storey, digital director, Co-op
Energy
"Some regulations
are clunky and make
it hard for us to
deliver an excellent
customer journey.
Regulation helps
protect customers,
but regulators need
to take into account
the customer journey
so measures are as
effective as possible."
Jonathon White, head of digital
transformation, Centrica
"Many energy suppli-
ers, especially larger
companies, want to be
customer-centric, but
they are struggling to
work with the some of
their legacy systems."
Katie Russell, head of data and
analytics, Ovo Energy
"The data we've gath-
ered is only useful
when we can process
it through interpreta-
tion and analysis, and
it needs collaboration
with the other teams
to help them identify
what we need to
change internally, or
what will help cus-
tomers most."
Brought to you in association with
Wil Lynch, vice president,
business value consulting,
Thunderhead
"Connecting data
silos is the biggest
challenge that every
brand needs to
overcome – once
you've broken the
back of that, customer
engagement is a
far more digestible
challenge."
Research note:
Download the exclusive
report Optimising Customer
Journeys In Energy Retail
free at:
https://bit.ly/2JcS7mY
