Customer centricity in the energy sector means that companies align their strategy, products, services and processes with the wishes and needs of their customers.
The aim is to create a positive customer experience that leads to long-term loyalty. Energy companies can achieve this through transparent offers, customised tariffs, comprehensible billing and digital solutions to optimise energy consumption.
The entire energy value chain should be geared towards the needs of end customers (customer mindshare) - for both business and private customers.
The energy value chain encompasses all steps from energy generation to distribution and consumption. New technologies, such as digitalisation (process automation) and artificial intelligence, can improve the efficiency and sustainability of the energy supply.
KPMG is constantly analysing what customers really want. In studies, we identify what distinguishes a premium customer experience from a standard customer experience and provide specific recommendations for action.
Our analyses show: Customers are often disappointed. Their expectations are rising, but companies are lagging behind. Geopolitical factors, rising energy prices and poor service are exacerbating customer dissatisfaction.
Your contact persons
Stay up to date with what matters to you
Gain access to personalized content based on your interests by signing up today
Dorothee Ebert
Partner, Performance & Strategy, Enterprise Performance
KPMG AG Wirtschaftsprüfungsgesellschaft
Connect with us
- Find office locations kpmg.findOfficeLocations
- kpmg.emailUs
- Social media @ KPMG kpmg.socialMedia