Cognizant Connected Customer for Utilities

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The document discusses how consumers are increasingly connected through technology and their expectations of immediacy, connectivity, and frictionless experiences across all channels. It notes that utilities must reimagine how they attract, serve, and retain increasingly connected customers by offering new services like energy management, insights into consumption patterns, demand response programs, and outage notifications. It provides examples of how some utilities are already offering these new connected services to improve the customer experience.

Technology

Connected Customer
Australian Utility Week
22 November 2018
Steve Lennon
© 2018 Cognizant

© 2018 Cognizant4
Utilities must reimagine how they attract, serve, and retain
customers - while driving safety, affordability and reliability
SMART HOME ELECTRIC CAR MICRO GRID / VPP MOBILE
• New revenue streams or
commercial models for
Utilities: Energy-
management-as-a-
service
• Insights to - Energy / Gas
/ Water Consumption
patterns / behaviour etc.
• E-commerce enabled Demand Response - peak shave
• Minimize Energy cost / Procuring costly power from
markets
• Reduced stress/ loading on network assets
• Notifications / Customer
connect
• Quality of Service: Monitor
Consumption – Electricity,
Gas and Water
• Reliability - Outage
Management, Service
Requests
PERSONAL TIMELY ADDED VALUE MEMORABLE

© 2018 Cognizant5
And it is happening right now….
Centrica’s innovative
solution for SMART
Home is through Hive-
Connected Home.
Enable users to control their utility
services & improve Customer
Experience as Centrica plans to
expand globally

Thank you
Steve Lennon
Digital Partner
Stephen.Lennon@Cognizant.com

This pivotal moment of transformation in the utility industry is providing large scale and unprecedented opportunity for traditional power providers and those operating at the edge of the grid. In this capability primer, we highlight some of the broader industry technology trends and the resulting tools, approaches and insights that Indigo Advisory Group employs to help utilities navigate uncertainty and create the right strategies.

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Cognizant Connected Customer for Utilities

2. © 2018 Cognizant2 Consumers are moving towards a fully connected world enabled by technology…… They are driven by new demands and expectations for immediacy, connectivity, and frictionless experiences in every channel. They are seamlessly linked to information, people, and companies via internet-enabled devices, appliances, social networks, and sharing tools.

3. © 2018 Cognizant3 How are they connected with Utility providers? WITH EACH OTHER CONSUMPTION TECHNOLOGY RELATIONSHIP Via brand, reputation & comms Via real-time information services Via Smart Devices, Mobile, Social etc. Via Micro-grids, VPP etc.

4. © 2018 Cognizant4 Utilities must reimagine how they attract, serve, and retain customers - while driving safety, affordability and reliability SMART HOME ELECTRIC CAR MICRO GRID / VPP MOBILE • New revenue streams or commercial models for Utilities: Energy- management-as-a- service • Insights to - Energy / Gas / Water Consumption patterns / behaviour etc. • E-commerce enabled Demand Response - peak shave • Minimize Energy cost / Procuring costly power from markets • Reduced stress/ loading on network assets • Notifications / Customer connect • Quality of Service: Monitor Consumption – Electricity, Gas and Water • Reliability - Outage Management, Service Requests PERSONAL TIMELY ADDED VALUE MEMORABLE

5. © 2018 Cognizant5 And it is happening right now…. Centrica’s innovative solution for SMART Home is through Hive- Connected Home. Enable users to control their utility services & improve Customer Experience as Centrica plans to expand globally

6. Thank you Steve Lennon Digital Partner Stephen.Lennon@Cognizant.com

Cognizant Connected Customer for Utilities

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