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.

1. Why Utilities Need to
Re-energize their
Customer Experience
Amsterdam, 04.11.201
Maggie Buggie
Philippe Vié

2. Presentation Title | Date
Copyright © Capgemini 2012. All Rights Reserved 2
Our Mission: Enabling Transformation
! Revenue (2013): €10,1bn
! Employees: 140,000+
6 major Global Sectors A wide range of solutions and
services
Utilities
Telecom
Consumer Products
& Retail
Financial Services
Public Sector
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

3. Core Sales Deck | February 2014
Copyright © Capgemini 2014. All Rights Reserved ‹#›
4 main issues for European Utilities
Bo#om
line
Top
Line
New
consumers
&
services
Compe..on
Digital

4. Core Sales Deck | February 2014
Copyright © Capgemini 2014. All Rights Reserved ‹#›
Aware
Active
involvement
Passive
interest
Interactive
involvement
Community
involvement
Unaware
Utility-­‐
driven
market
Consumer-­‐
driven
market
Brand
ambassador?

5. Core Sales Deck | February 2014
Copyright © Capgemini 2014. All Rights Reserved ‹#›

6. Core Sales Deck | February 2014
Copyright © Capgemini 2014. All Rights Reserved ‹#›
Outside In
Contextual view of customer
Inside Out
Single view of enterprise

7. Core Sales Deck | February 2014
Copyright © Capgemini 2014. All Rights Reserved ‹#›
Customer
Experience
Operational
Processes
Business
Model

8. Bottom
Line Up to
26%
Increase
Core Sales Deck | February 2014
Copyright © Capgemini 2014. All Rights Reserved ‹#›
Top Line
Up to
9%
Increase

9. Utilities Have not Kept Pace with Consumers in the Shift to Digital
Channels
Core Sales Deck | February 2014
Copyright © Capgemini 2014. All Rights Reserved ‹#›

10. Core Sales Deck | February 2014
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11. Core Sales Deck | February 2014
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12. Using Enterprise Gamification to solve Business Challenges
Take-up
90% 117 New mobile
app concepts
Core Sales Deck | February 2014
Copyright © Capgemini 2014. All Rights Reserved ‹#›
with Capgemini
gamification Techniques

13. Core Sales Deck | February 2014
Maggie Buggie
Vice President, Global Head Digital Sales and Marketing
@maggiebuggie
Philippe Vié
Vice President, Digital Utilities Transformation Leader
philippe.vie@capgemini.com
Copyright © Capgemini 2014. All Rights Reserved ‹#›