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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.

 

Smart meter benefits: the enabling properties of smart meters to transform customer relationships

The smart meter rollout in GB has been besieged with problems, so the smart meter consultation currently underway in GB is necessary. However, completing a market-wide rollout programme is just one area to address. Stimulating innovation to unlock the longer-term benefits that smart meters undoubtedly enable and communicating these benefits and the transformational potential for customer relationships is also key to a successful future energy eco-system. 

A fresh injection to the GB smart meter rollout  

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207 Hits

Energy customer service: transition to a digital, customer-focussed model

Poor customer service is one of the big drivers of churn in energy retail. It’s not difficult to recall a time when you’ve felt underwhelmed when querying an inaccurate electricity bill, when trying to understand a change in payment plan or when changing account after moving home.

But under the surface, there’s a fair amount of innovation happening to address customer pain points, particularly in the digital space. Our research points to a transition away from the traditional approach centred around operational efficiency towards a customer-first approach.

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334 Hits

Driving energy efficiency with smart meter data

It’s fantastic to see BEIS (the Department for Business, Energy & Industrial Strategy) launching their Smart Energy Savings (SENS) Innovation Competition, a £6.25 million innovative competition to drive residential energy efficiency in the UK using smart meter data

Energy retailers have historically used a variety of old-school techniques to help their residential customers reduce energy consumption. These include reactive initiatives like nPower’s energy efficiency helpline, or proactive like E.ON’s energy use quiz, or an email newsletter containing generic energy efficiency advice like The Source from British Gas, or outbound phone energy efficiency campaigns.

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1211 Hits

Behavioural science – the simple techniques you can apply to accelerate customer engagement in the energy sector

Customer engagement is a challenge for the energy sector, embodied by European energy retailers operating in competitive markets. But companies can accelerate their customer engagement initiatives by incorporating simple, cost-effective techniques borrowed from the world of behavioural science.

Customer engagement is a high priority, but where’s the return on investment?

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586 Hits

Emotional factors play an increasingly important part in customer engagement

Following the success of last year’s event in Berlin, we hosted another European Digital Energy Summit to continue the discussions we had twelve months ago. The Edinburgh event brought together a record-breaking number of attendees and we even saw a bit of sunshine in the Scottish capital! Most importantly, we saw a breadth and depth of insightful, intriguing and inspiring discussion from a wide range of stakeholders.

If you didn’t manage to come to the event, don’t worry – there’s always next year! Plus, we’ve brought together the key messages from the two days, which focused on Customer Data Value and the Connected Home.

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984 Hits

6 ways to make energy consumption data engaging

How many Western Europeans will be regularly using energy insight tools in 5 years? By energy insight tools I’m referring to the devices, often apps, which allow energy customers to see, monitor and act on their energy consumption.

Well, according to industry experts, it’s a staggering 65 million households!

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1171 Hits

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