Customer

We help utilities and retail energy suppliers develop innovative approaches that set new standards for service quality and customer satisfaction, while optimizing costs and commercial performance.

What we do

Examples of our work

Over the past five years, McKinsey has worked with utility-industry leaders on more than 250 customer-related projects globally, including the following:
Executing a Commercial Transformation
Redefining Customer Journeys
Defining a Customer-Experience Strategy
Redesigning the Outage Journey
Raising Market Awareness
Designing a Go-to-Market Strategy

Featured capabilities

Featured experts

Humayun Tai
Senior PartnerNew York
Leads our Electric Power & Natural Gas Practice globally, serving major utility and energy technology clients across a variety...
Kai Vollhardt
Senior PartnerMunich
Brings deep expertise in marketing and sales, and coleads our personalization at scale and customer experience work for utilities...

Related Insights

Transforming customer experience in utilities
Article
Transforming customer experience in utilities
-
Transforming interactive voice response systems in utilities
Article
Transforming interactive voice response systems in utilities
-
The new way to engage with energy customers: Personalization at scale
Article
The new way to engage with energy customers: Personalization at scale
-
Digitizing customer journeys—making a radical, but valuable move in EPNG
Article
Digitizing customer journeys—making a radical but valuable move in EPNG
-
The revival of customer loyalty: How regulated utilities can reshape customer engagement
Article
The revival of customer loyalty: How regulated utilities can reshape customer engagement
-
Sticker shock: Why utilities now must rethink customer affordability
Article
Sticker shock: Why utilities now must rethink customer affordability
-

Connect with our Electric Power & Natural Gas Practice