Customer experience

Leading US utility

Transforming the utility customer experience amidst environmental challenges
iPredict™ for electricity distribution

Prevent power outages by predicting asset failures weeks in advance
The customer-led revolution

Customer 4.0 is where empowered and outcome-focused customers are at the centre of their own universe

Our approach

We believe the customer relationship is a utility’s most valuable asset, but the world is changing. Rapidly. Driven by the relentless advancement of technology and accelerated by the incredible disruptive force of COVID-19, customer experience is undergoing a digital revolution.

Customer expectations, behaviours, and needs are changing and will continue to evolve. At the same time, with the rise of digitisation, automation and machine learning, technology continues to provide new capabilities.

We help utilities create brilliant customer experiences by defining digital strategies and guiding the implementation of comprehensive customer solutions. We provide utilities with the capability to overcome current challenges and prepare to make the most of future opportunities.

Our insights

PA IN THE MEDIA

S&P Global - Entergy, Mitsubishi units agree to study offshore wind power in Gulf of Mexico

PA Consulting energy markets expert Mark Repsher and PA’s energy transition expert Alon Carmel...
PA IN THE MEDIA

FT Board Director - What boards need to know about hiring a chief sustainability officer

PA Consulting’s Jonquil Hackenberg, head of sustainability, comments on what Boards need to consider when hiring a chief...
PA IN THE MEDIA

Funds Europe - Providers face tough questions on ESG and energy

PA Consulting’s Celia Larkin, financial services expert, comments on predictions that energy companies, and the Exchange...

What we can do for you

Creating brilliant customer experiences and providing meaningful engagement requires a deep understanding of customer needs, effectively implementing digital solutions and making the right process and organisational changes. To help, we work with utilities to:

Establish effective customer experience transformation strategies
We first identify challenges and create a vision of desired outcomes. We then design pragmatic and comprehensive roadmaps to achieve the vision. Finally, we develop robust business cases and provide guidance and direction on how to initiate successful transformation programmes. To accelerate the process, we use a variety of tools ranging from design thinking workshops to a customer experience maturity assessment.
Optimise meter to cash and customer care
We improve business and customer efficiency and effectiveness by optimising the meter to cash value chain and customer care processes.
Develop innovative products and services
We employ innovation processes to create products and services that not only meet current customer needs, but also anticipate future demand. And our regulatory experience means we consider the frameworks within which utilities operate.
Enhance field operations
Field operations is the face of transmission and distribution, and a critical part of the customer experience. We can transform the mobile workforce with new digital solutions and improve overall efficiency.
Use analytics to transform customer experience
We work with you to translate data into actionable insights that will enhance all aspects of customer experience, including establishing fundamental data management and analytics strategies, the use of artificial intelligence and natural language processing, optimising engagement through social media, and implementing voice of the customer programmes.

Client stories

CLIENT STORY

Sellafield - How AI reduced the administrative burden by 90 per cent

We helped Sellafield, the birthplace of the UK’s nuclear industry, harness AI to reduce the administrative burden its...
CLIENT STORY

Office for Zero Emission Vehicles - Using the power of design to accelerate the adoption of zero-emission road transport

Ending the sale of petrol and diesel cars by 2030 is key to the UK government’s plans to address...
CLIENT STORY

Vestas - Driving clean energy innovation with new ways of working

Vestas’ R&D division develops sophisticated software to control the giant wind turbines built and installed by the company....

How we’ll work with you

We’re a team of utility operations and technology experts who know how to solve industry challenges. We’re pragmatists dedicated to achieving results. We work alongside you as colleagues and partners, collaborating in a way that works with your culture to deliver the outcomes and benefits you need.