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Utility 2.0: Winning over the next generation of utility customers

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Exponential growth in technological capabilities and evolving customer expectations lie at the heart of a fundamental change taking place in the relationship between power and utilities providers and consumers. http://www2.deloitte.com/us/en/pages/energy-and-resources/articles/digital-transformation-utilities-customers.html?id=us:2sm:3ss:punxtgen:eng:er:011818

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Utility 2.0: Winning over the next generation of utility customers

  1. 1. UTILITY 2.0 WINNING OVER THE NEXT GENERATION OF UTILITY CUSTOMERS RISING CUSTOMER EXPECTATIONS OPPORTUNITIES TO STAY AHEAD OF THE CURVE PARTICIPATION GAP ADDITIONAL SERVICES BRAND PERMISSION USE OMNICHANNEL STRATEGY AND PARTNERSHIPS TO DECREASE PARTICIPATION GAP LED LIGHTING ENERGY EFFICIENCY 71% TIME-OF-USE RATES Does my provider have EE Programs? INTEREST IN TRANSACTIVE PLATFORMS 50 percent of residential respondents were interested in purchasing solar + storage. Commercial respondents were interested in chiller & load management services, with 78 percent already participating in EE lighting. CARE ABOUT COST & SUSTAINABILITY 52 percent of residential customers were primarily motivated by reducing costs. 50 percent of commercial customers were primarily motivated by preserving the environment. DIFFERENTIATED COMMUNICATION 57 percent of residential respondents were most interested in interacting with their utilities provider via the company website 52 percent of commercial respondents were most interested in interacting with their utilities provider via phone call. INDUSTRY TRENDS Storage Lithium ion battery costs have dropped 65% from 2000 to 2015. Solar The cost of solar PV has dropped 19 percent in the past year (2015 to 2016) and 63 percent over the last five years (2011 to 2016). DIGITAL TRENDS Devices The number of smartphones in the U.S. has more than tripled between 2010 and 2016. Big Data 2.7 zettabytes of data exist in the digital universe today. One zettabyte is equivalent to about 250 billion DVDs. This abundance of data is radically changing customer behavior and the way businesses operate. CUSTOMER PREFERENCES Consumer to Prosumer Ease of access to information has changed customers from passive recipients to active participants in the creation, marketing, and selling of products. Push to Pull Model In response to increased customer knowledge, companies are shifting to the “Pull Model” in which customers “pull” businesses to act according to their desired experiences. Residential customers 71 percent of residential respondents were at least somewhat interested in bundling services such as: electricity, natural gas, waste removal, HVAC, and cable. 58% 57% Commercial customers 58 percent of commercial respondents were “extremely willing” to pay more for additional services from their electricity provider. Residential customers 57 percent of residential respondents would be willing to consider their utility company as a provider of solar. 90% Commercial customers 90 percent of commercial respondents view their utility as a trusted advisor. “A lot of consumers are content with the traditional, affordable, reliable power model; however, growing numbers of consumers have higher expectations which present utilities with opportunities.” PARTICIPATEINTERESTED PARTICIPATEINTERESTED PARTICIPATEINTERESTED 59% 51% 30% 36% 13% 7% RECYCLING WASTE CABLE/INTERNETHVAC WATER NATURAL GAS About Deloitte Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee (“DTTL”), its network of member firms, and their related entities. DTTL and each of its member firms are legally separate and independent entities. DTTL (also referred to as “Deloitte Global”) does not provide services to clients. Please see www.deloitte.com/about to learn more about our global network of member firms. This communication is for internal distribution and use only among personnel of Deloitte Touche Tohmatsu Limited, its member firms, and their related entities (collectively, the “Deloitte network”). None of the Deloitte network shall be responsible for any loss whatsoever sustained by any person who relies on this communication. Copyright © 2017 Deloitte Development LLC. All rights reserved. ELECTRICITY

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