Revolutionizing Customer Experience in the Energy Sector 

Navigating the Energy Landscape: Elevating Customer Experience in a Changing Environment 

The energy sector is currently navigating a transformative journey, transitioning from a centrally controlled, predictable model to a decentralized, adaptive system. This shift brings forth challenges such as limited transport capacity and congestion, emphasizing the need for a flexible approach. In this evolving landscape, customer-centricity becomes paramount for both energy providers and grid operators, requiring an innovative strategy in delivering products and services tailored to customer profiles. 

Embracing Customer-Centricity Across the Energy Spectrum 

In an era where energy consumption is no longer assured, and congestion poses recurring challenges, clear and proactive communication with customers is vital. Embracing digitalization, flexibility, automation, and self-service is key for success.  

Let's explore three essential pillars to transform customer experience and drive flexibility in the energy sector:  

1. Transitioning from Connection-Centric to Customer-Centric Thinking 

To deliver optimal services, the industry must shift from connection-centric to customer-centric thinking. Here's how this transformation can be achieved: 

  • Define a clear CX vision: What are the goals, and what problems are we addressing? 
  • Identify the ambitions and value drivers for customer experiences and service. 
  • Create comprehensive customer profiles for various segments. 
  • Initiate CX programs aimed at fostering customer-centric thinking. 
  • Integrate customers into all processes and incorporate it into KPIs. 

Engaging stakeholders across different domains is crucial for success in this shift. 

2. Product Portfolio & Product Life Cycle Management 

To provide flexible solutions at scale demands a flexible product portfolio and effective product management. Consider the following steps: 

  • Identify customer preferences regarding products and services. 
  • Optimize products to streamline energy delivery and usage. 
  • Establish an end-to-end product life cycle, focusing on development, rollout, and management. 
  • Tailor services to meet evolving customer preferences, including flexible solutions. 

This approach ensures not only customer satisfaction but also operational efficiency. 

3. Proactive Communication Based on the Customer Journey 

Proactive communication, rooted in the customer journey, is crucial. This can be implemented effectively paying attention to the following: 

  • Identify the most relevant customer segments and profiles, encompassing both individual and business consumers. 
  • Define critical customer journeys, such as capacity requests, instalment, and issue reporting. 
  • Integrate proactive communication moments into these customer journeys. 
  • Embrace digitalization and standardization within the customer journey, including self-service options. 
  • Experiment with optimizations and continuously incorporate feedback for improvement. 

By following these strategies, both energy providers and grid operators can address changing customer needs and adopt a proactive, customer-centric approach within the dynamic landscape of the energy transition. 

Stay informed about the latest developments in the energy sector and discover how customer experience plays a pivotal role in the success of energy providers and grid operators alike. 


Walter de Leeuw
Energy Transition Lead

Sanne Legtenberg
Manager Customer Experience