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

Bloomberg Quicktake - Winter energy price increase

Salem Esber, energy markets expert at PA Consulting, discusses coal and gas prices as we head into winter.
PA IN THE MEDIA

T&D World - Customer Experience – the linchpin of grid resiliency

Gregg Edeson, PA Consulting’s utility reliability and resiliency lead, and PA energy and utilities expert Wei Du write that...
PA IN THE MEDIA

NyTeknik - A unique chance to contribute to achieving negative emissions risks becoming a failure

PA energy expert, Torbjörn Severinsson, sets out the government actions needed to enable Swedish...

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

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....
CLIENT STORY

AMP Capital - Accelerating electric bus deployment to reduce carbon emissions in Latin America

We enabled AMP Capital to accelerate electric bus deployment and reduce carbon emissions in Latin...
CLIENT STORY

Nuclear operator - Using digital twin technology to improve decision making

We helped a nuclear operator to apply digital-twin concepts to model critical processes at its site. Digital twins enable the...

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.