Case Study: Leading US Utility Company transforms customer experience with PA Consulting

Transforming the utility customer experience amidst environmental challenges

PA Consulting worked with a Leading US Utility Company serving millions of customers across a vast territory facing environmental challenges and rising expectations for renewable energy and digital self-service. The utility needed to move beyond traditional, regulation-driven planning and develop an ambitious but executable customer experience strategy and roadmap.

Using PA Consulting’s Customer 4.0 approach, online utility customer experience maturity model, design thinking, and a prioritization engine, the team engaged 5,000 customers and 100 internal stakeholders to define the future customer vision, business case, capability gaps, and key initiatives. PA Consulting helped rank and prioritize 75 ideas by value and ease of delivery, creating a flexible roadmap that aligned the organization and left the utility ready to advance its customer transformation.