Energy Retail and Customer Solutions

We work with electricity and gas retailers on developing their strategy for the energy transition towards a sustainable energy system. As a foundation for addressing future market trends around customers, market structures, products, and services, we help clients develop effective strategies. We also support energy companies and challengers in successfully accessing new markets or geographies.

Effectively providing value to customers in competitive and ever-evolving markets requires energy suppliers and solutions providers to adjust their business models and underlying operating models, including the technology foundations. We are deeply experienced in delivering complex transformation projects through project launch, governance setup, ongoing program management, and hands-on execution. We also support clients in culture transformations for holistic and enduring change.

We believe that customer centricity will remain a key focus for energy suppliers in the transition to a sustainable energy system. Retailers need to address specific customer groups and individuals based on their needs and demands to actively manage the value of customer cohorts. We support clients in matching the right products and services to the right customers through data-driven analysis. Furthermore, retailers have a critical role in making sure that vulnerable customers are not left behind in the transition to net zero, which is a challenge we help clients manage through policy and market design.

In a competitive market with sustained pressures on margins, retailers require strong operational performance to support them in staying profitable. Our approach is to diagnose operational excellence and maturity as a basic for optimizing business processes. Beyond processes, we help our clients establish and improve the behaviors, collaboration approaches, mindset, and more of their teams and employees as part of their “Ways of Working.”

Evolving customer behaviors and requirements accelerate the shift away from the supply of commodities towards products and services. Delivering the energy transition will also require holistic change that goes beyond the supply of electrons and molecules. There is an increasing convergence of different energy products and services into integrated ecosystems (for example around the smart home or sustainability as a service). Based on our experience across the energy value chain, we work with energy retailers and service providers in analyzing their customer journeys and experiences to identify untapped value and organizational synergies. We also support clients in designing and optimizing their portfolio of solutions and products, through identifying value pools, analyzing their capabilities, and rotating their organizations through make-or-buy strategies towards winning offering portfolios.