Transforming the Customer Experience is Critical to Utility Evolution

Navigant white paper outlines how utilities can leverage digital
strategies and tools to deliver top-tier customer experience and
transform their business in an Energy Cloud environment

CHICAGO–(BUSINESS WIRE)–$NCI–Today, Navigant (NYSE:NCI) released a new white paper, The
Changing Value of Customer Experience in the Energy Cloud
urging utilities to transform their customer experience (CX) in order to
stay competitive and help customers succeed in an increasingly connected

As utilities navigate the transition from regulated commodity providers
to sophisticated energy solutions providers, new competitors are rapidly
emerging at the grid’s edge that provide platform-based energy services
and redefine CX standards through efficient, low cost digital
operations. For utilities to cement themselves as the customer’s premier
choice of energy service providers, leveraging new Energy Cloud
platforms alone will not be enough.

According to the white paper, utilities must create a truly seamless CX
through digital best practices that enable customers to achieve their
goals—such as cost savings, reliability, resiliency,
sustainability—while also remaining a customer of the energy company or

“Transforming CX is foundational to transforming utilities’ value
propositions in the customer-centered Energy Cloud, where selling
customers on new energy programs, products, and services through Energy
Cloud platforms is becoming increasingly important,” says Jan Vrins,
managing director and leader of Navigant’s global Energy segment.
“Investing in CX transformation and fostering CX will be critical to
unlocking this value, and ‘good enough’ CX will not be enough to stay

According to Navigant, utilities and energy companies can build a
foundation for customer trust and loyalty by adopting several best

  • Focus on customer centricity: Utilities must create a culture
    of relentless customer focus, where the entire organization aligns
    around what customers want, supported by the right governance,
    processes, tools, and incentives.
  • Innovate with agility: Utilities will need to take chances in
    deciphering what works best for their customers.
  • Build a brand customers love: Now is the time to explore
    creative tools and solutions, such as the gamification of energy
    savings, voice-activation capabilities, and online utility
  • Use digital channels: Utilities should seek out ways through
    digital and proactive communication to make the journey easier both
    for the customer and the utility.
  • Prioritize integration: Having the correct connections and
    endpoints for third-party integration between energy usage and a smart
    home or smart thermostat creates internal efficiencies, enables
    stronger data analysis, and empowers a brand to more seamlessly
    interface with its customers.
  • Partner or perish: The market is adding new players rapidly,
    and established market players are expanding their capabilities and
    finding ways to partner across industry sectors to formulate new
    go-to-market strategies.

“Utilities must act now to remain relevant in the Energy Cloud future
and position themselves as a customer-centric energy solution provider,”
says Ted Walker, managing director at Navigant. “Focusing on top-tier CX
can help accelerate the long-term transformation of the utility, while
also providing near-term benefits of improved customer satisfaction and
reduced operating costs.”

To read the full white paper, click
, and join the social media conversation with #FutureUtility.

With over 600 consultants, Navigant’s
global Energy segment
is the largest energy and sustainability
consulting team in the industry. We collaborate with utilities and
energy companies, government and NGOs, industries and large
corporations, product manufacturers, and investors to help them thrive
in a rapidly changing energy environment. Our clients include the
world’s 50 largest electric, water, and gas utilities; the 20 largest
independent power generators; and the 20 largest gas distribution and
pipeline companies. Navigant’s seasoned professionals and highly skilled
specialists form exceptional teams to help clients transform their
businesses, manage complexity and accelerate operational performance,
meet compliance requirements, and transform systems and governance to
address upcoming changes as the energy transition takes hold.

About Navigant

Navigant Consulting, Inc. (NYSE: NCI) is a specialized, global
professional services firm that helps clients take control of their
future. Navigant’s professionals apply deep industry knowledge,
substantive technical expertise, and an enterprising approach to help
clients build, manage, and/or protect their business interests. With a
focus on markets and clients facing transformational change and
significant regulatory or legal pressures, the firm primarily serves
clients in the healthcare, energy, and financial services industries.
Across a range of advisory, consulting, outsourcing, and
technology/analytics services, Navigant’s practitioners bring sharp
insight that pinpoints opportunities and delivers powerful results. More
information about Navigant can be found at


Kyle Bland
Navigant Investor Relations