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Blog

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

July 22 2019
David Trevithick
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...
customer datadataenergy customer
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Blog

We’re learning about householder attitudes to heating in the UK – help us ask the right questions

November 28 2017
Jan Hughes
  Last year, Delta-ee’s Heat Insight Service established its first Customer Panel – a representative sample of up to 1,000 private homeowners. The aim was to provide answers to the questions that heating manufacturers, energy suppliers and policy makers have for their customers. This helps them to improve engagement and understand their target market in...
customer datadataenergy customerheat
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Blog

6 ways to make energy consumption data engaging

November 2 2017
David Trevithick
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! OK, it’s not the most scientific...
dataenergy customer
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Blog

Deeper customer thinking is needed to develop successful energy insight propositions

September 18 2017
David Trevithick
  Clever stuff is being developed in the world of energy insights. That’s the name given to products (usually app or web based) that help households understand where their energy consumption and costs go to provide greater transparency of their bills, and help determine how they might go about modifying their behaviour to reduce their...
customer datadataenergy customer
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Blog

Energy insight services: innovate rapidly or die slowly

August 1 2017
David Trevithick
Customers couldn’t care less about energy. Electrons from company X have no more value than those from company Y.  So far, the main differentiators between energy suppliers were: In most European countries, the majority of customers don’t know they can switch or couldn’t be bothered to, so there is no need to think about alternatives. But...
customer datadataenergy customer
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Blog

Why electrical demand disaggregation could help personalise the energy customer experience

May 18 2017
Jan Hughes
In my last article I looked at the wide range of insights being deployed by energy companies as they seek to capture the benefits of improved customer engagement. Many businesses already use basic intelligence to help their customers better understand their consumption at a high level. However in recent years we have seen a rise...
customer datadataenergy customer
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Blog

Fuelling change: the critical role of customer data analytics to the energy sector

March 27 2017
Jan Hughes
Highlights from Delta-ee’s 1st Customer Data Analytics and Energy Roundtable Delta-ee held its 1st Customer Data Analytics and Energy Roundtable in Berlin in March and the event, my first at Delta-ee, brought together over 50 industry delegates from across Europe. Through six sessions of discussion, analysis and insight, four key messages emerged from the event:...
customer datadataenergy customer
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Blog

Data analytics to be key for energy retailers – does the industry agree?

April 25 2016
Jan Hughes
In my last blog “Data analytics will be at the core of future energy business”, I explained why we believe data analytics will be central to the future of the energy retail and energy services business. Is it just our view, or does the industry agree? In our discussions with companies in the energy space,...
customer datadataenergy customer

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