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Utilities are under pressure to rebuild customer trust, create superlative customer experience and manage their operations effectively. Delivering the customer promise is relatively straightforward. Delivering it profitably is a bigger challenge. Customers demand personalized, relevant content, seamlessly delivered via multiple channels in new ways. And they want it faster. For companies, recognizing the combination of the power of customers with digital technologies is not only fundamental to the way we deliver customer experience, but also to changing the way we do business, and getting those crucial two steps ahead of the competition. In this presentation find out how Utilities are using digital to reshape their business performance 'outside-in', from increasing customer and employee intimacy, managing cost-to-serve and importantly accelerating revenue and profitability growth. First presented at European Utility Week 2014 by Capgemini's Philippe Vié and Maggie Buggie.
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Why Utilities Need to Re-energize their
Customer Experience Amsterdam, 04.11.201
Maggie Buggie Philippe Vié
2 Copyright © Capgemini 2012. All Rights Reserved
Presentation Title | Date
6 major Global Sectors A wide range of solutions and services
! Revenue (2013): €10,1bn ! Employees: 140,000+
Utilities
Telecom
Consumer Products & Retail
Public Sector
Financial Services
Consulting
Application Services
Infrastructure Services
Local Professional
Services
Business Process
Outsourcing
123456 12345
Some Global Service Lines
Testing Services
Business Information Management (BIM)
Mobile Services
Digital Customer Experience
Automotive
Our Mission: Enabling Transformation
‹#› Copyright © Capgemini 2014. All Rights Reserved
Core Sales Deck | February 2014
4 main issues for European Utilities
Bo#om line Top Line
New consumers & services
Compe..on Digital
‹#› Copyright © Capgemini 2014. All Rights Reserved
Core Sales Deck | February 2014
Aware
Passive interest
Active involvement
Interactive involvement
Community involvement
Unaware
Utility-‐driven market
Consumer-‐driven market Brand
ambassador?
‹#› Copyright © Capgemini 2014. All Rights Reserved
Core Sales Deck | February 2014
‹#› Copyright © Capgemini 2014. All Rights Reserved
Core Sales Deck | February 2014
Outside In Contextual view of customer
Inside Out Single view of enterprise
‹#› Copyright © Capgemini 2014. All Rights Reserved
Core Sales Deck | February 2014
Customer Experience
Operational Processes
Business Model
‹#› Copyright © Capgemini 2014. All Rights Reserved
Core Sales Deck | February 2014
26% Increase
Bottom Line Up to
9% Increase
Top Line Up to
‹#› Copyright © Capgemini 2014. All Rights Reserved
Core Sales Deck | February 2014
Utilities Have not Kept Pace with Consumers in the Shift to Digital Channels
‹#› Copyright © Capgemini 2014. All Rights Reserved
Core Sales Deck | February 2014
‹#› Copyright © Capgemini 2014. All Rights Reserved
Core Sales Deck | February 2014
‹#› Copyright © Capgemini 2014. All Rights Reserved
Core Sales Deck | February 2014
90% 117 New mobile app concepts
with Capgemini gamification Techniques
Take-up
Using Enterprise Gamification to solve Business Challenges
‹#› Copyright © Capgemini 2014. All Rights Reserved
Core Sales Deck | February 2014
Maggie Buggie Vice President, Global Head Digital Sales and Marketing @maggiebuggie
Philippe Vié Vice President, Digital Utilities Transformation Leader [email protected]
