In the past 12 months, only 44 percent of the world’s energy consumers interacted with their utilities through a digital channel, according to new research from Accenture.
That’s an anachronism not just in an era of Netflixes and Ubers, but in an era when even traditional companies like banks and insurers are going all-in on online. In 2015, people just flat-out expect their service providers to offer helpful, dependable digital tools. But a lot of utility websites aren’t there yet — which leads the majority of customers to stick with expensive, analogue channels, like phones and paper mail.
What gets lost in that story is how tough it is to redesign a utility website.