Eine Plattform für die Wissenschaft: Bauingenieurwesen, Architektur und Urbanistik
Eine Plattform für die Wissenschaft: Bauingenieurwesen, Architektur und Urbanistik
Demystifying Digitally Empowered Prosumer—Transformation Opportunities for Utilities in Energy Value Ecosystem
Utilities business is getting more and more attractive and interesting, thanks to consumer empowerment, blurring of industry boundaries, fusion of energy and exponentially emerging technologies and transition towards the new business models. Consumers, who are already donning the hats of ‘prosumers’ are opinionated when it comes to exercising their choices, control, and comfort from the utilities. The two-fold democratization of consumers and energy are empowering the prosumers to partner with the utilities in grid management. Paradoxically, consumer perception about the utility is still evolving and according to IDC Utilities Consumer Survey 2020; the Net Promoter Score (NPS) for Utilities Customers are still negative. That propels the Utilities to pay heed to the digitally empowered prosumer voices and cater accordingly. The paper will start with understanding the need of digitally empowered customers across the value chain starting from Aware, Join, Use, Analyze, Pay, Served etc. A design thinking led approach will be taken to understand the consumer empathy in the journey. Then the paper look how COVID is playing the role of an accelerator for utilities to understand and getting more closure of the customer through new roles like ‘partner in crisis’. Next, we will see how global utilities today are leveraging the ‘energy value ecosystem’ to collaborate and co-create value around the lifestyle of the empowered consumer through fusion of commodity and services. In conclusion, the paper will emphasize the importance of technology and ecosystem to make the voice of customer an integral part of the utility’s DNA.
Demystifying Digitally Empowered Prosumer—Transformation Opportunities for Utilities in Energy Value Ecosystem
Utilities business is getting more and more attractive and interesting, thanks to consumer empowerment, blurring of industry boundaries, fusion of energy and exponentially emerging technologies and transition towards the new business models. Consumers, who are already donning the hats of ‘prosumers’ are opinionated when it comes to exercising their choices, control, and comfort from the utilities. The two-fold democratization of consumers and energy are empowering the prosumers to partner with the utilities in grid management. Paradoxically, consumer perception about the utility is still evolving and according to IDC Utilities Consumer Survey 2020; the Net Promoter Score (NPS) for Utilities Customers are still negative. That propels the Utilities to pay heed to the digitally empowered prosumer voices and cater accordingly. The paper will start with understanding the need of digitally empowered customers across the value chain starting from Aware, Join, Use, Analyze, Pay, Served etc. A design thinking led approach will be taken to understand the consumer empathy in the journey. Then the paper look how COVID is playing the role of an accelerator for utilities to understand and getting more closure of the customer through new roles like ‘partner in crisis’. Next, we will see how global utilities today are leveraging the ‘energy value ecosystem’ to collaborate and co-create value around the lifestyle of the empowered consumer through fusion of commodity and services. In conclusion, the paper will emphasize the importance of technology and ecosystem to make the voice of customer an integral part of the utility’s DNA.
Demystifying Digitally Empowered Prosumer—Transformation Opportunities for Utilities in Energy Value Ecosystem
Lect. Notes Electrical Eng.
Pillai, Reji Kumar (Herausgeber:in) / Singh, B. P. (Herausgeber:in) / Murugesan, N. (Herausgeber:in) / Pradhan, Anindya (Autor:in) / Saha, Sudipta (Autor:in)
28.05.2022
12 pages
Aufsatz/Kapitel (Buch)
Elektronische Ressource
Englisch
Digital utility , Customer experience , Utility of future , COVID and utility , Energy value ecosystem Engineering , Power Electronics, Electrical Machines and Networks , Measurement Science and Instrumentation , Energy Policy, Economics and Management , Cyber-physical systems, IoT , Professional Computing , Circuits and Systems , Energy
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