Digital Customer Engagement Service

Insight into the digitalisation of the energy customer relationship

Winners in 'new energy' will adapt to their customers' expectations, increasingly using a variety of digital tools, techniques and insights to drive customer value.

The Digital Customer Engagement Service provides research across Europe on leading industry practices and opportunities to drive digital engagement amongst residential customers. It provides hard-to-get insight into digital energy customer engagement initiatives in the European energy supply industry and proprietary data on take-up of tools, techniques and services.

The service provides an independent analysis of tools, techniques and services, and customer research across several markets to understand changing needs.

The research focuses on: energy consumption insights, monetising smart meter data, innovation in customer service, energy insights vendor profiling, behavioural science in energy, demand disaggregation, consumer perceptions of digital engagement propositions, AI in customer engagement and customer engagement benchmarking.

a person surrounded by data in the centre, with bubbles around the outside saying digital transactions, digital interactions, digital energy insights, digital sales platforms and digital services, with arrows connecting each

clients

The research service will benefit energy companies developing digital engagement strategies and services for residential customers. The service is designed for decision-makers in Digital, Product and Innovation teams, but is highly relevant for Strategy, Customer Experience, Insight and Marketing.

The research will enable energy companies to engage with their customers, driving:

  • Improved Net Promoter Score (NPS)
  • Higher retention rates
  • Reduced cost to serve
  • Better cross-sell and upsell

The research includes market data and insights, customer data and insight, research on key issues, independent comparative analysis of vendors, case study library and support from our team of experts.

Make the right strategic decisions

Understand and benchmark how companies generate value from energy customer and data

Identify and exploit business opportunities

Navigate the complexity and extract deep insight into the critical factors shaping these opportunities

Direct tactical decision making to help reduce costs, and increase revenue and customer value

Keep on top of new developments

Build authority as an internal expert

Free up time and focus internal resource to maximise its value to the business

 

David Trevithick

David Trevithick

Service Manager

David joined Delta-ee in 2017 and manages the Customer Data Value advisory service, which helps our clients navigate this complex and dynamic area to become more customer centric.  He is focused on helping energy businesses identify how customer understanding and data can drive positive change and value. David is a specialist in consumer insight and data, and its application to business intelligence, proposition development, customer experience and marketing strategy.

He draws from experience in multiple sectors, including most recently 5 years at Centrica as a consumer insight lead, adding significant value to customer and business alike. David holds an MBA with distinction from the Bradford University School of Management.


+44 (0)7951 013 659

David Trevithick

Mikkel Johansen

Analyst

Mikkel supports a wide range of services, but mainly focuses on connected home services and customer data value. Prior to joining Delta-ee, Mikkel worked with community energy consulting, providing expertise on legislative barriers to entry, for renewable projects.

He also has expertise in measuring how political legislation can impact growth of renewable energy, as well as using social media for pre-emptive analysis of customer behaviour.

Mikkel holds an MSc (Merit) in Ecological Economics from the University of Edinburgh in addition to an BA (Hons) in Business Management with Human Resources from Edinburgh Napier University.

Fun fact: Mikkel has never lived in the same country for more than 4 years at a time.

+44 (0)131 659 9141

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