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Engaging different customers in the energy transition

The energy transition is a term familiar to us in the energy sector, and we might talk about the need to lead consumers through it. Yet do we adequately consider what this means for consumers and how this is realistically achieved? Even in countries with the lowest carbon footprints, there is still a range of people with beliefs from climate activists to climate change deniers.

The challenge is to bring customers on and through their own personal energy transitions, when people are at different stages on the journey with different motivations, needs and expectations. Therefore, energy companies need to have great insight into their customers to help them navigate their personal energy transitions.

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The path to energy customer engagement

I recently wrote about reframing the energy transition narrative, discussing the need to engage customers in order to bring them on the journey from having to buy commodity-based products based on price, to wanting to buy energy services based on value. But what does that path to customer engagement look like and what role does energy consumption data play? In this article I will help answer this by introducing our customer engagement framework and how it can help energy companies develop their strategies and toolkit to develop customer relationships and progress their customers’ personal energy transitions.

We break down customer engagement into four sequential stages – operation, engagement, empowerment and collaboration. We will discuss three of these in more detail later as we tend to ignore the first stage in the evolutionary process as it belongs to the past. It was characterised by a very functional, transactional relationship, where energy customer interaction with their energy supplier was largely conducted through a bill and subsequent payment, or any bill query which was controlled on energy suppliers’ terms and designed around the operational efficiency of their call centre processes. This stage has been largely resigned to history as companies recognise that power has shifted towards the consumer in liberalised markets.

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The top 10 real-time energy data use cases for residential energy insights

Standard meter data-driven Software as a Solution (SaaS) solutions dominate today’s residential energy insights market.

Energy insights services are at the core of many European energy companies’ customer engagement and digital transition strategies, since they can help consumers understand their energy consumption and participate in the energy transition. Over the past five years, smart meter rollouts across Europe have been a key driver enabling more and more energy retailers to provide energy insights services.

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The role of energy insights in competitive European energy retail markets

With rising customer expectations, stronger competition in energy retail markets and a shift from commodity to energy services, residential customer engagement becomes an important component of success for energy suppliers. They are looking to energy insights services as a critical tool for customer engagement and to unlock opportunity for new energy services. Delta-EE’s energy insights database helps energy companies better understand the evolving landscape of retail market competitiveness, smart meter rollout, residential customer numbers and churn and energy insight app usage across European countries and retailers.

All the data used in this article come from the energy insights customer engagement database.

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The benefits of energy insights for customers and companies

Smart meters and connected devices are throwing up a huge amount of data and energy retailers are working hard to look at how they can use this information to offer insights to customers. So where is the value in this new opportunity for energy retailers and customers alike? 

David Trevithick, Energy Insights + research manager at Delta-EE, explains energy insights are now a mainstream offering and energy retailers must think about offering advanced energy insight solutions, with the customer in mind. 

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Six takeaways from European Utility Week 2019

European Utility Week in Paris this year saw over 18,000 visitors cross its doors. We had our own stand there, where we met clients new and old, and we presented on two of the hottest topics in new energy at hub sessions: electric vehicles and demand-side flexibility.

Following the event, the team decided to summarise their key takeaways. We’d be interested to know your thoughts on what we considered the standout themes and whether you agree with us.

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