Utilities Can Learn From Amazon’s Obsession With Customer Experience

By [email protected] 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

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