Emanuele Cacciatore, Oracle: “Digital technologies can ensure a better, more meaningful customer experience”

“One of the key elements of this cultural transformation in digitalization is putting the consumers into the picture. The concept of customer-centric utility has been around for a while now. These new technologies are completely changing the way utilities companies can better understand their customers, personalize customer experience and improve overall customer engagement.

For me, there are three main ways in which those modern digital technologies can have an impact on designing more meaningful customer experience. The first one is they can actually lower the barriers to services. The second one is helping by offering digital self-service capabilities. The third one is basically the personalization and a simplified experience. Customers today demand increased personalization,” Emanuele Cacciatore, Energy & Utilities Industry Lead EMEA, Oracle said during Digital Transformation Conference – Energy & Utilities organized by The Diplomat-Bucharest.

“Digital technologies can ensure a better, more meaningful customer experience. Research shows that customer happiness is very highly influenced by the quality of the digital experience.

What we see in electricity retail is a shift from a conventional business model to a digital “3Ds” personalized customer-driven business model. This means shifting from selling commodities like electricity and gas to selling connected and digital energy products and services through omnichannel models. Pure commodity for retailers is no longer enough, because one out of two customers are asking for an ecosystem of features that enrich energy consumption. There is a clear opportunity there also for Romanian energy providers to deliver a comprehensive home-oriented value proposition where you bundle power, fibre, stream services.

There is no one size fits all business model because the customer base is not homogenous.”

Full recording of the event here: https://www.youtube.com/watch?v=U3n2T29iadE