ENGIE Selects Fjord to Transform Its Retail Bus. by Reimagining the Digital Customer Experience & Designing Disruptive New Se...
May 04 2016 - 7:57AM
Business Wire
ENGIE, a global provider of electricity, natural gas and energy
services, has selected Fjord, a design and innovation consultancy
that is part of Accenture (NYSE:ACN), to reinvent its retail
business model and drive digital disruption in the market.
The two organizations announced a plan today to review ENGIE’s
retail operations and transform the digital experience for ENGIE’s
business and residential customers. This includes reimagining the
delivery of traditional commodity services, like selling gas and
electricity, and designing new services to disrupt the market,
challenge competitors and new entrants, and ultimately position
ENGIE to move into new regions. These could include exploring how
to service the new era of electric and self-driving vehicles
through to connecting the coming wave of home solutions in ways
that delight customers, as well as helping its customers in their
energy transition projects.
“As part of our ambitious three-year transformation plan to
become a forerunner of the future energy world, we are making a big
investment to digitize our company, redefine the customer
experience and set new rules of engagement in the industry,” said
Isabelle Kocher, Chief Executive Officer of ENGIE. “Fjord’s service
design, innovation expertise and ability to create solutions that
are immediately ready for implementation will help us completely
rethink the way we serve our customers and develop a group
implementation roadmap for digital transformation.”
Starting with ENGIE’s key European markets, France, Belgium and
Italy, the digital transformation of its retail business will be
expanded across the company’s global operations. Tailored to the
needs of each market, the program will be designed to benefit its
residential customers, as well as small and medium enterprises and
large business and industrial sector clients.
“Customer expectations are increasing rapidly and industry
boundaries continue to blur as non-traditional energy players
launch new digital services,” said Pierre Nanterme, Accenture
chairman and CEO. “ENGIE’s digital transformation plan demonstrates
the innovative vision and its commitment to customers that will
enable the company to sharpen its competitive edge in this
challenging environment.”
Mark Curtis, chief client officer of Fjord, added: “ENGIE is
committed to a design-forward approach to create emotional
experiences for the customer, which will help differentiate them
from their competitors and disrupt the industry.”
Fjord will conduct a detailed digital capability assessment and
competitive market review using design thinking, service strategy
and design, data analytics and customer insights, tapping into the
emotional customer journey to create a unique and innovative
experience. The assessment will span all functions of the retail
business, from customer care to sales and marketing, enabling a
robust business case and roadmap to be developed supporting the
digital initiatives and new service opportunities the team
identifies.
First digital prototypes, created by Fjord, will be presented to
ENGIE at the end of June as part of a completely new vision for its
digital retail business, one that will position the company at the
forefront of industry transformation.
About ENGIE
ENGIE develops its businesses (power, natural gas, energy
services) around a model based on responsible growth to take on the
major challenges of energy’s transition to a low-carbon economy:
access to sustainable energy, climate-change mitigation and
adaptation and the rational use of resources. The Group provides
individuals, cities and businesses with highly efficient and
innovative solutions largely based on its expertise in four key
sectors: renewable energy, energy efficiency, liquefied natural gas
and digital technology. ENGIE employs 154,950 people worldwide and
achieved revenues of € 69.9 billion in 2015. The Group is listed on
the Paris and Brussels stock exchanges (ENGI) and is represented in
the main international indices: CAC 40, BEL 20, DJ Euro Stoxx 50,
Euronext 100, FTSE Eurotop 100, MSCI Europe, DJSI World, DJSI
Europe and Euronext Vigeo (Eurozone 120, Europe 120 and France
20).
About Accenture
Accenture is a leading global professional services company,
providing a broad range of services and solutions in strategy,
consulting, digital, technology and operations. Combining unmatched
experience and specialized skills across more than 40 industries
and all business functions – underpinned by the world’s largest
delivery network – Accenture works at the intersection of business
and technology to help clients improve their performance and create
sustainable value for their stakeholders. With approximately
373,000 people serving clients in more than 120 countries,
Accenture drives innovation to improve the way the world works and
lives. Visit us at www.accenture.com.
About Fjord
Fjord, part of Accenture Interactive, is a design and innovation
consultancy that reimagines people’s relationships with the digital
and physical world around them. We use the power of design to
create services people love. By combining a human-centered approach
with robust methodology, we work with some of the world’s leading
businesses to make complex systems simple and elegant. Founded in
2001, Fjord has a diverse team of 800 design and innovation experts
in 21 studios around the world, including Atlanta, Austin, Berlin,
Chicago, Dallas, Helsinki, Hong Kong, Istanbul, London, Los
Angeles, Madrid, Melbourne, Milan, New York, Paris, San Francisco,
São Paulo, Seattle, Stockholm, Sydney and Toronto. For more
information visit www.fjordnet.com or follow us on Twitter
@fjord.
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Fjord - Accenture InteractiveDavid LaBar, + 1
917-452-4400david.labar@accenture.comorAccentureMatt Corser, + 44
755 784 9009matthew.corser@accenture.comorENGIE+ 33 1 44 22 24 35+
32 2 510 76 70engiepress@engie.com
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