Ted Hopcroft, an energy and utilities expert at PA Consulting, is quoted in a Utility Week Flex article on how to use technology to win customers and increase trust.
Ted says: “Energy companies are still too focused on price and the basics, whereas success now depends on a sophisticated response to empowered customers and a clear understanding of their priorities and the choices they have.
“Companies will need to increase their use of technology to drive this kind of change in the sector.”
The article goes on to talk about smart meters. Ted says that smart meters offer a “once in a generation opportunity to change the sector”.
“They will create new, more active relationships between customers and their energy supply that will drive transformation,” he adds.
He concludes: “They will address the problem of a lack of transparency that has undermined trust and, along with clear and simple tariffs, will help to increase customer confidence.”