Why Utilities Need to Re-energize their

Customer Experience Amsterdam, 04.11.201

Maggie Buggie Philippe Vié

2 Copyright © Capgemini 2012. All Rights Reserved

Presentation Title | Date

6 major Global Sectors A wide range of solutions and services

!  Revenue (2013): €10,1bn !  Employees: 140,000+

Utilities

Telecom

Consumer Products & Retail

Public Sector

Financial Services

Consulting

Application Services

Infrastructure Services

Local Professional

Services

Business Process

Outsourcing

123456 12345

Some Global Service Lines

Testing Services

Business Information Management (BIM)

Mobile Services

Digital Customer Experience

Automotive

Our Mission: Enabling Transformation

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Core Sales Deck | February 2014

4 main issues for European Utilities

Bo#om  line  Top  Line  

New  consumers  &  services  

Compe..on   Digital  

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Core Sales Deck | February 2014

Aware  

Passive  interest  

Active  involvement  

Interactive  involvement  

Community  involvement  

Unaware  

Utility-­‐driven  market  

 

Consumer-­‐driven  market   Brand  

ambassador?  

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Core Sales Deck | February 2014

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Core Sales Deck | February 2014

Outside In Contextual view of customer

Inside Out Single view of enterprise

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Core Sales Deck | February 2014

Customer Experience

Operational Processes

Business Model

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Core Sales Deck | February 2014

26% Increase

Bottom Line Up to

9% Increase

Top Line Up to

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Core Sales Deck | February 2014

Utilities Have not Kept Pace with Consumers in the Shift to Digital Channels

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Core Sales Deck | February 2014

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Core Sales Deck | February 2014

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Core Sales Deck | February 2014

90% 117 New mobile app concepts

with Capgemini gamification Techniques

Take-up

Using Enterprise Gamification to solve Business Challenges

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Core Sales Deck | February 2014

Maggie Buggie Vice President, Global Head Digital Sales and Marketing @maggiebuggie

Philippe Vié Vice President, Digital Utilities Transformation Leader philippe.vie@capgemini.com