{"id":609323,"date":"2023-06-30T08:50:29","date_gmt":"2023-06-30T08:50:29","guid":{"rendered":"https:\/\/www.capgemini.com\/gb-en\/?p=609323"},"modified":"2025-09-25T14:56:58","modified_gmt":"2025-09-25T14:56:58","slug":"exploring-data-driven-customer-experience-ddcx-use-cases-in-utilities-businesses","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/gb-en\/insights\/expert-perspectives\/exploring-data-driven-customer-experience-ddcx-use-cases-in-utilities-businesses\/","title":{"rendered":"Exploring data driven customer experience (DDCX) use cases in utilities businesses"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-blogs header-hero-blogs\"><div class=\"container\"><div class=\"hero-blogs\"><div class=\"hero-blogs-content-wrapper\"><div class=\"row\"><div class=\"col-12\"><div class=\"header-title\"><h1>Exploring data driven customer experience (DDCX) use cases in utilities businesses<\/h1><\/div><\/div><\/div><\/div><div class=\"hero-blogs-bottom\"><div class=\"header-author\"><div class=\"author-img\"><img decoding=\"async\" src=\"\/wp-content\/themes\/capgemini2020\/assets\/images\/cg-logo.png?w=200&amp;quality=10\" alt=\"\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">Isaac Frimpong, Rebecca Rusby, Matthew Morris<\/h5><h5 class=\"blog-date\">30 Jun 2023<\/h5><\/div><\/div><div class=\"brand-image\"><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/gb-en\/insights\/expert-perspectives\/exploring-data-driven-customer-experience-ddcx-use-cases-in-utilities-businesses\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/gb-en\/insights\/expert-perspectives\/exploring-data-driven-customer-experience-ddcx-use-cases-in-utilities-businesses\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">In a world where customer experience is the future, we take a look at how data can be collected, transformed, analysed, and activated in real time to enable enhanced marketing, customer service, and customer-facing portal experiences. Find out more in blog two of our Energy Transition &amp; Utilities series.<\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<p>In our recent blog post, we introduced the tremendous opportunity that utility businesses have to enhance customer experiences through the application of data-driven processes and decision making. We touched on the huge volume and variety of data sources available to be harvested, and how customers are increasingly expecting retail quality service and personalised communications.<\/p>\n\n\n\n<p>In this second blog of our short series, we will explore data driven use cases within utilities and understand how to unlock value using Salesforce Data Cloud.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-a-applying-ddcx-techniques-to-solve-business-problems\">A) Applying DDCX techniques to solve business problems<\/h2>\n\n\n\n<p>DDCX uses a variety of techniques to unlock the potential of data to solve business problems. These include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Establishing one view of the customer<\/strong> \u2013 bringing all customer data together on a single platform provides a shared version of the truth on which to base all customer engagements<\/li>\n\n\n\n<li><strong>Personalisation<\/strong> \u2013 making all touchpoints with customers targeted and personal \u2013 with customer service agents, in marketing communications and even when using self-serve portals \u2013 helps to drive loyalty and unlock value<\/li>\n\n\n\n<li><strong>Analytics and AI driven intelligence<\/strong> \u2013 using AI and ML models to drive intelligent recommendations for customers<\/li>\n\n\n\n<li><strong>Managing consent and preferences<\/strong> \u2013 managing in real time across all channels builds trust between customers and the business<\/li>\n\n\n\n<li><strong>Constant measurement and optimisation <\/strong>\u2013 assessing the effectiveness of marketing communications campaigns or self-service initiatives using KPIs enables ongoing improvement programmes.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">B) Use cases<\/h2>\n\n\n\n<p>When exploring solutions it\u2019s critical that objectives, current ways of working and potential optimisation opportunities are kept in focus. A DDCX approach groups use cases into categories by primary persona for the interaction, such as customers, service agents and marketing and sales professionals.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Customer<\/strong> &#8211; to enhance the customer experience, we focus on developing user-friendly self-service portals providing fast and easy access to usage and billing information, driving high NPS and retention, while reducing agent calls and associated costs<\/li>\n\n\n\n<li><strong>Service agents<\/strong> \u2013 by arming our customer service agents with the best data and insights possible to have the best conversations with customers when they do call, we turn every service interaction into an opportunity to deliver more value, while also reducing the cost to serve<\/li>\n\n\n\n<li><strong>Marketing and sales professionals<\/strong> &#8211; data enhances the effectiveness of outbound marketing by ensuring that the right message is reaching the right customer at the right time. Understanding customer interests and preferences enables cross-selling and up-selling, and ultimately increases customer lifetime value (CLTV).<\/li>\n<\/ul>\n\n\n\n<p>The following list of use case examples are grouped using the customer, service agents marketing and sales professionals categories. This is an illustrative set of use cases applicable to the energy supply sector to identify where DDCX can make a distinctive difference for businesses and their customers.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"606\" height=\"676\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/06\/Energy-supply.png\" alt=\"\" class=\"wp-image-609326\" srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/06\/Energy-supply.png 606w, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/06\/Energy-supply.png?resize=269,300 269w\" sizes=\"auto, (max-width: 606px) 100vw, 606px\" \/><figcaption class=\"wp-element-caption\">Figure 1 &#8211; Energy Supply Use Case Examples<\/figcaption><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">C) Customer journeys<\/h2>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Weather warnings<\/strong><\/h4>\n\n\n\n<p>In the example below, the scenario of a severe weather warning is considered.<\/p>\n\n\n\n<p>Each energy supply customer has specific requirements and the way they travel through the journey is personalised to their own preferences and needs.<\/p>\n\n\n\n<p>Each journey begins with an engagement with the customer initiated by the energy supplier, leading to an interaction by the customer and a follow-up next step.<br>The related use cases from the previous section, (e.g., MS1, MS3, C1, CS2) are annotated within the journey.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"911\" height=\"619\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/06\/Customer-Journey.png?w=911\" alt=\"\" class=\"wp-image-609327\" srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/06\/Customer-Journey.png 911w, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/06\/Customer-Journey.png?resize=300,204 300w, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/06\/Customer-Journey.png?resize=768,522 768w\" sizes=\"auto, (max-width: 911px) 100vw, 911px\" \/><figcaption class=\"wp-element-caption\">Figure 2 &#8211; Example customer journeys with reference to use cases (see previous section)<\/figcaption><\/figure>\n\n\n\n<p>The following diagram uses an example reference architecture to highlight the technology required from Salesforce and others, which can be enhanced or added to the system landscape to deliver data driven customer experiences.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"621\" height=\"274\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/06\/DDCX.png?w=621\" alt=\"\" class=\"wp-image-609328\" srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/06\/DDCX.png 621w, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/06\/DDCX.png?resize=300,132 300w\" sizes=\"auto, (max-width: 621px) 100vw, 621px\" \/><figcaption class=\"wp-element-caption\">Figure 3 &#8211; DDCX Reference Architecture Weather Warnings Use Case<\/figcaption><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Smart meter customer journey<\/strong><\/h4>\n\n\n\n<p>The next example illustrates how smart meters can be used to drive additional, valuable communications with customers. The scenarios cover sample events which can be triggered via smart meter data, such as a low credit balance, gas safety and unauthorized access to smart meter devices.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"948\" height=\"647\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/06\/Smart-meter-data.png?w=948\" alt=\"\" class=\"wp-image-609329\" srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/06\/Smart-meter-data.png 948w, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/06\/Smart-meter-data.png?resize=300,205 300w, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/06\/Smart-meter-data.png?resize=768,524 768w\" sizes=\"auto, (max-width: 948px) 100vw, 948px\" \/><figcaption class=\"wp-element-caption\">Figure 4 &#8211; Smart Meter Data &#8211; Customer Journeys with reference to use cases<\/figcaption><\/figure>\n\n\n\n<p>Using an illustrative reference architecture, this diagram showcases how technology from Salesforce and other providers can be used to enrich customer experiences, based on data.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"609\" height=\"255\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/06\/DDX-Reference.png?w=609\" alt=\"\" class=\"wp-image-609332\" srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/06\/DDX-Reference.png 609w, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/06\/DDX-Reference.png?resize=300,126 300w\" sizes=\"auto, (max-width: 609px) 100vw, 609px\" \/><figcaption class=\"wp-element-caption\">Figure 5 &#8211; DDCX Reference Architecture Smart Meter Use Case<\/figcaption><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">D) <strong>Evolution to DDCX<\/strong><\/h2>\n\n\n\n<p>When adding new technologies to the landscape, an evolutionary approach is taken to build capability over time.&nbsp; The chart below describes example milestones, with reference to the components on the landscape diagram above.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"616\" height=\"244\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/06\/Crawl-walk-run-chart.png?w=616\" alt=\"\" class=\"wp-image-609333\" srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/06\/Crawl-walk-run-chart.png 616w, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/06\/Crawl-walk-run-chart.png?resize=300,119 300w\" sizes=\"auto, (max-width: 616px) 100vw, 616px\" \/><figcaption class=\"wp-element-caption\">Figure 6 &#8211; Crawl, Walk &amp; Run Chart<\/figcaption><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">E) Summary<\/h2>\n\n\n\n<p>In conclusion, there are many uses cases where DDCX can be applied to enrich customer engagement. Salesforce Data Cloud helps unify data from multiple internal and external sources, to provide everyone in the enterprise to work from a single source of truth when engaging with customers.<\/p>\n\n\n\n<p>It\u2019s important to understand that the reference architectures provided are examples. Each client use case should be reviewed carefully to ensure the appropriate systems are used to develop the solution. In our final blog, we will explain the end-to-end architecture landscape and explore key fundamental components to deliver DDCX.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"section section--expert-slider wrapper-people-slider wp-block-cg-blocks-wrapper-people-slider undefined\"><div class=\"container\"><div class=\"content-title\"><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/06\/Isaac.jpg\" alt=\"Isaac Frimpong\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Isaac Frimpong<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Senior Solutions Architect | Salesforce Marketing Cloud | Capgemini<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">Isaac is a skilled professional with a strong focus on Salesforce Marketing Cloud. His expertise extends to cross-cloud projects, complex integrations, and supporting digital engagement transformations. With certifications in Salesforce Marketing Cloud and Data Cloud, he brings exceptional proficiency in architecture delivery and implementing effective solutions.\n<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\n\n\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/06\/Rebecca.jpg\" alt=\"Rebecca Rusby\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Rebecca Rusby<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Data Driven Customer Experience lead (UK &amp; EU) | Capgemini<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">Business leader working across a variety of industries and on a diverse range of challenges, all centered around improving the way businesses utilize data, analytics and enabling technologies to optimize customer experience, across commerce, marketing, sales and customer service. Committed and passionate about improving knowledge of new growing areas of data and CX best practices.<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\n\n\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/06\/Matthew.png\" alt=\"Matthew Morris\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t\t\t<a class=\"subnav-button--form\" href=\"javascript:void(0)\" aria-label=\"contact us\" data-bs-toggle=\"modal\" data-bs-target=\"#WPB52dbf502_886a_4482_8169_5d33ac6f5b89\" data-bs-expert-title=\"1\">\n\t\t\t\t\t\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"ico-form\"><\/i>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Matthew Morris<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Salesforce Innovation Director | Capgemini<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">In collaboration with our clients and experts, Matthew leads the creation of the next wave of multi-cloud applications.<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div><\/div><\/div><div class=\"slider-nav\"><button class=\"slider-prev inactive\" aria-label=\"Slider-previous\" tabindex=\"-1\"><\/button><ul class=\"slider-paginator\"><\/ul><button class=\"slider-next\" aria-label=\"Slider-next\"><\/button><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Linkedin<br \/>\nIn a world where customer experience is the future, we take a look at how data can be collected, transformed, analysed, and activated in real time to enable enhanced marketing, customer service, and customer-facing portal experiences. Find out more in blog two of our Energy Transition &#038; Utilities series.<\/p>\n","protected":false},"author":189,"featured_media":609341,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"1342ab2b-6ac7-423f-bd28-3671fd5beaf9\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"_yoast_wpseo_primary_brand":"30","_jetpack_memberships_contains_paid_content":false,"footnotes":"","featured_focal_points":""},"categories":[5],"tags":[225,214,233,215,231],"brand":[30],"service":[],"industry":[],"partners":[],"blog-topic":[545],"content-group":[],"class_list":["post-609323","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-technology","tag-cloud","tag-customer-experience","tag-digital","tag-energy-and-utilities","tag-insight-driven-enterprise","brand-capgemini","blog-topic-energy-and-utilities"],"yoast_head":"<!-- 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