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Hyper Personalization – The future of customer engagement in utilities

Blog: Capgemini CTO Blog

Capgemini’s E&U IndustryHub has developed an innovative solution that takes personalization to the next level by providing utility customers with real-time insights, offerings, and communication customized at an individual level for every customer, leveraging technologies such as Big Data, AI, ML, and IoT.

Customers nowadays expect more from their utility providers than just a steady and efficient supply of electricity

The utility industry has undergone unprecedented changes and transformations in the last decade or so, posing a new set of challenges for utilities. Increasing consumer expectations is one of the biggest challenges that utilities are currently facing. Customers have become more aware, and they now expect a personalized digital experience, including offers and recommendations, similar to what they get in other service sectors such as telecommunications, banking, retail, and entertainment. Failing to meet these expectations leads to dissatisfaction among customers and even losing them to other utilities.

As per studies, utilities are moving from the traditional approach that centered around meter-to-cash activities and call center operational efficiency to digital technologies and data-driven decision-making.

Capgemini has come up with an innovative offering for enhancing customer experience by providing hyper-personalized services, leveraging technologies like Big Data, AI, ML and IoT.

Utilities possess an enormous pile of customer data which they are unable to fully leverage and draw insights to enhance customer experience. Most utilities’ current personalization strategies are restricted to sending customized messages, emails etc. to the segments. These segments are created based on historical usage data and personal details of the customers regarding new offers, energy-saving tips, etc. However, these techniques are slowly becoming obsolete and irrelevant amidst rising customer expectations.

Unlike personalization, which tailors’ products and interactions to specific consumer groups, our approach takes it a step further and gives each customer a personalized experience. Here, data sources are identified from all possible customer touchpoints and data is collected in real-time for further processing. The processed data is fed to AI/ML algorithms which generate unique insights, which helps to develop a unique energy profile for every customer. Based on these customer profiles, hyper personalized communication is sent to each customer.

Customers would receive personalized, timely, and actionable alerts, notifications, and reports via omnichannel communication. For example-

Our solution not only improves customer experience, but also increases profitability and opens up new revenue streams for utilities.

The benefits for the utilities are categorized under three different streams as follows-

To learn more about this solution or see it live in action, contact:


Bragadesh Damodaran

Sr.Director, E&U Industry Hub




Aniket Mahato


Aniket Mahato

GTM Lead, E&U Industry Hub





Romila Bhagat

SMOC Lead, E&U Industry Hub





Swejal Raj

Business Analyst, E&U Industry Hub

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