A short point of view on Connected Customer for Utilities

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

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