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Utilities Can Learn From Amazon’s Obsession With Customer Experience

March 6, 2018

Amazon’s analytical approach to understanding the customer allowed it to move beyond books and dominate the retail space. Entire industries are getting upended and transformed as a result.

This story about disruption is a familiar one. We’ve seen how it plays time and time again — and it’s not pretty for the incumbents who fail to catch up with technology.

It’s a compelling narrative in the utility space, where we are smack in the middle of an Amazon moment. Electricity consumers want choice. They respond to personalization. And there’s a new generation of technology providers who think they can give consumers what they want — better than traditional brick-and-mortar utilities.

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