PERSPECTIVES:

Mark Sherwin

Managing director

Accenture Interactive

Video transcript

Fjord Trends 2016: What are

some key trends for utilities?

Taking things off the thinking list is

a really interesting trend for

utilities. Consumers are

bombarded with choice and

information, and we as utilities

need to find simple ways to make

it easy for customers to interact

with us. For instance, giving them

proactive alerts about how they

are spending their money and

making it really easy for them to

understand their bills.

The second trend is services with

manners. This is all about how you

curate and look after customers’

data, take that data and add real

value to the customer through the

data and the information you

know about that. How can you

personalize your service? How can

you make it more relevant and

proactive based on what you

know about the customer?

The third trend is disappearing

apps. Consumers have more and

more to choose from, and they are

not going to interact with them

every day.

We have to reconsider whether

people are going to interact with a

utility app, or whether it is better

to put the information we have

about their utility bill and their

spend in the right place for them.

It might be their banking app. It

might be into their diary app. If we

do that, we will really satisfy our

customers.

The fourth trend is B2We. This is

where employees’ experiences are

formed through their everyday

lives and how they experience

brands online.

We need to create just as good

experiences for them in the

workplace. For example, mobile

workers are increasingly not in the

office.

And they need to be able to

operate their business and

complete their tasks and activities

using mobile applications that are

intuitive, easy and simple—just

like the ones they use as

consumers.

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