Enabling the Connected Energy Customer Through Cloud and Voice Services - WHITEPAPER
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WHITEPAPER Enabling the Connected Energy Customer Through Cloud and Voice Services
Executive Summary
For more than a century, electric utilities have focused on the sale of a single commodity. The
proliferation of distributed energy resources, advanced analytics and increasingly connected
homes and businesses is now opening up the opportunity for utilities to think and act less like
traditional providers of electricity and more like innovative retailers with an array of products
and services that empower and delight customers, all while ensuring the safe and reliable
delivery of power.
Simply put, the pressure to deliver increasing value for utility customers is mounting and non-
utility players are willing to step in as intermediaries if the incumbents fail to act. Electric utilities
intent on maintaining their customer base – and revenue flows – must transform how they
interact with increasingly connected energy consumers.
According to Wood Mackenzie Power & Renewables
• In the next five years, connected devices in the U.S. home will
impact more than 100 gigawatts in energy demand
• More than 65 million U.S. homes will have at least one voice-
based digital assistant by 2023
• In the coming years, the majority of households will regard
voice-assistant devices as the “brain” of a smart home
With the proliferation of distributed solar, electric vehicles and energy storage, along with
the adoption of devices such as smart speakers and Wi-Fi thermostats, utilities can leverage
advanced cloud analytics to build and strengthen their customer relationships – while
simultaneously working to build a more resilient digital grid.
Just as Amazon makes use of consumer insights to create new, highly valued offerings for
its customers, next-generation electric utilities can likewise transform themselves into digital
organizations that rely on advanced cloud analytics to learn far more about their customers
than they ever could before, and then tailor services to improve their customers’ lives.
Enabling the Connected Energy Customer Through Cloud and Voice Services 2
The convergence of digitalization and decentralization provides an
opportunity for utilities to tap into the capabilities of machine learning
and artificial intelligence to build upon their role as a 24/7 core service
provider in people’s lives.
The convergence of digitalization and decentralization provides an opportunity for utilities to
tap into the capabilities of machine learning and artificial intelligence to build upon their role as
a 24/7 core service provider in people’s lives. Unlike past transformations in the utility industry,
redefining the customer experience through cloud analytics can start to bear fruit in months,
rather than years.
For some of the largest utilities around the world, such as Centrica, Enel and Pacific Gas &
Electric, the journey to the cloud is already well underway. But there is ample opportunity for
utilities of all sizes and under all regulatory frameworks. For energy providers that have not
yet mapped out a transformative customer experience, now is the time to embrace an agile
platform and chart a course.
Making the most of the cloud requires much more than just a technology change; it requires
evolving processes and transforming the business culture.
This paper explains how organizations can benefit from a partnership with Amazon Web
Services by:
Embracing The Cloud As The Leveraging An Agile Platform To
Right Tool For The Right Job Embrace The Internet Of Things
Developing The Amazon Effect Tapping Smart Buildings To
Of Customer Expectations Transform Customer Relationships
Accelerating
Innovation
Enabling the Connected Energy Customer Through Cloud and Voice Services 3
1 Introduction:
The Digital Transformation
The push to digitize the electric power sector is accelerating at a remarkable pace. As
decentralization and decarbonization converge in the form of distributed energy resources at an
increasing clip, there is a clear need for faster digital transformation among electric utilities to
unlock the potential of the connected energy customer.
U.S. utilities’ investments in technologies such as
advanced metering infrastructure, distributed energy
resource management systems and advanced distribution
management systems are expected to total
$110 billion over the next decade
Source: Northeast Group research
Wood Mackenzie Power & Renewables estimates By 2023, voice-assistant
20
The customer utility analytics devices, smart thermostats and
market will reach connected lighting are expected
$20 billion in the to grow to a cumulative
U.S. in 2021 $24 billion
up from $4 billion in 2017. Source: Wood Mackenzie Power & Renewables
4
2017 2021 2023 2026
Global smart grid cybersecurity spending is
poised to nearly double from 2017 to 2026,
reach $3.2 billion Source: Navigant Research
Enabling the Connected Energy Customer Through Cloud and Voice Services 4
It is possible to quickly and effectively transform the utility customer experience to keep pace
with consumers who now have more options than ever before in energy supply and services – as
well as higher expectations.
Three Trends Driving The Energy Transformation
Decentralization
Decarbonization Digitalization
Source: AWS
There is ample opportunity for utilities to serve customers with robust offerings within
any regulatory framework, all while crafting services that also boost grid reliability and
operational efficiency.
A New Customer Paradigm
Customers of all types are now used to sophisticated and digitally native interactions with
most brands they do business with on a daily basis, such as banks and airlines, but that is often
lacking with utilities. It is not enough simply to update the utility experience; rather, the utility
experience must strive to match how customers large and small interact with other providers in
their lives. The traditional utility call center and rudimentary company website are not going to
satisfy today’s customers.
Enabling the Connected Energy Customer Through Cloud and Voice Services 5
For instance, the smart home is an increasing reality
for American consumers, especially as they embrace
smart speakers like Amazon’s Echo as the hub of
the smart home. As Amazon Alexa voice-enabled
devices get even smarter, for example, utilities have an
opportunity to enter into a new customer experience
paradigm without having to build that model from
the ground up.
In recent years, utilities have been monitoring these
smart home developments, and some have dipped a
toe in the water with offerings such as bring-your-own-
thermostat demand response programs. But simply
watching smart home evolution from afar and choosing
one-off technologies for demand-side programs is no
longer enough as DERs proliferate. Utilities must find a
cost-effective way to innovate more rapidly.
Consumers are becoming prosumers, a new kind of energy customer, as solar PV, storage and
electric vehicles proliferate. Furthermore, a robust, cloud-connected internet of things (IOT)
environment is unlocking opportunities for customers to tailor how different devices interact
with each other.
To capitalize on distributed energy, voice-assisted devices and IOT, utilities can partner for
cutting-edge connected home services that pull customers closer by offering them services and
options that make it simpler and easier to interact with their homes.
At a basic level, it is the cloud that enables the transformation to a truly customer-centric digital utility.
But not all cloud services are the same. Amazon Web Services (AWS) can:
• Save money through right-sizing cloud storage and computation power and slashing
provisioning lead time
• Accelerate adoption of DERs for customers and utilities using IOT data analytics
• Deliver the customer-service experience of the future with Amazon Connect
• Help engage home/small businesses at scale with voice-enabled utility services
• Innovate at the speed of the market while meeting regulatory and security requirements
Enabling the Connected Energy Customer Through Cloud and Voice Services 6
2 Cloud: The Right
Tool for the Right Job
In 2016, Enel, a global utility with more than 60 million customers, was bumping up against
renewal decisions for contracted data center storage. Enel’s top executives resolved to take to
the cloud. They saw digitalization not just as an ambition, but rather as a necessity.
Enel saw digitalization not just as an ambition, but rather as a necessity.
Enel moved more than 10,000 servers in 30 countries to the cloud in nine months. The company’s
embrace of the Amazon Web Services platform led to a decline in provisioning lead time to two
days, down from nearly a month. Through the AWS partnership, Enel would also realize storage cost
savings of up 60 percent in addition to computational power savings of more than 20 percent.
Enel’s embrace of cloud provides benefits far beyond right-sizing virtual storage. Enel X, the
company’s new solutions group, envisions a platform that everyone can use to transform energy into
services. The utility wants to anticipate its customers’ needs rather than simply keep the lights on.
The utility can now call up web servers at a moment’s notice for new websites to support rapid
prototyping, which opens the door for innovation at previously unattainable speed and scale. While
the upfront savings were one compelling selling point, for Enel, the real benefit is the increased
productivity attained by turning all of its applications over to the cloud. By the end of 2018, it will
have shed all of its data centers and mainframes to be entirely cloud-native.
Enabling the Connected Energy Customer Through Cloud and Voice Services 7
The cloud flexibility allows Enel to innovate for its customers more rapidly than ever before –
and to think beyond energy. Not only can Enel X provide support for home energy appliances
and e-mobility applications, but it also provides power flexibility services for commercial
customers and even wholesale fiber optic services.
Legacy Integration Is Possible
Most utilities are no longer the purely analog businesses they were a few decades ago, but they
are also still far from becoming a digital, cloud-native utility like Enel. But increasingly, today’s
consumers – especially millennials, the largest generational cohort in the history of the U.S. –
are unlikely to stay with companies that rely on legacy systems to provide services.
Accenture found that 95 percent of millennials say they’d switch
energy providers altogether if their energy provider proves unable to
provide a seamless experience.
Customers of all ages need to be able to grasp the tangible benefits that come from integrating
legacy systems with today’s cloud capabilities, such as proactive alerts about outage restoration
time during blackouts or sophisticated bill analysis that tells customers which distributed energy
options make the most sense for them.
As Enel is proving with its full migration to cloud, even legacy systems can be migrated, although
utilities often require a trusted partner to carefully migrate critical operations to the cloud.
AWS and AWS partners have been successfully integrating and migrating utilities’ systems and
data to the cloud for years. Among the strategies AWS uses to address these problems are
data lake campaigns wherein relational data from business applications can be combined with
non-relational data from connected devices, for instance, setting the table for analytics and
machine learning. There is also AWS Database Migration Service that enables utilities to merge
heterogenous databases into different platforms.
Utilities can leverage these strategies to open up previously difficult-to-combine datasets, from
SCADA to customer information systems to workforce management. The upfront benefits for
customers can be more seamless service calls, fewer outages and a service provider that is
maximizing its existing infrastructure, which may translate into lower bills.
Enabling the Connected Energy Customer Through Cloud and Voice Services 8
Customers can also receive a truly personalized experience and offerings that are specific not
only to their household usage profile, but also to their neighborhood feeder, providing not only
beneficial personal recommendations, but also community-based ones.
Connected Can Be Secure
As legacy systems move to the cloud and billions
of connected devices hook up to the grid, the issue
of security grows even more complex in today’s
increasingly digitized power sector. Global smart
grid cybersecurity expenditures are forecast to hit
$3.2 billion by 2026, up from an estimated $1.7
billion in 2017, according to Navigant Research.
AWS enables customers in highly regulated
industries, such as global financial service entities
and the public sector, to improve their security
posture while complying with cybersecurity
regulations – all without compromising the agility
needed to scale their business.
When it comes to the North American Electric
Reliability Corporation’s requirements, AWS
partners can rely on a security infrastructure that
gives them ownership and control over their content through simple, powerful tools that allow
them to determine where their content will be stored, secure their content in transit and at rest,
and manage their access to AWS services and resources for their users.
For example, Talen Energy improved its security posture by using AWS cloud infrastructure
protection services to help meet regulations. A key factor in the company’s selection of AWS was
the flexibility to manage encryption keys for access to the highly sensitive data that is produced
in the operation of its nuclear power plant.
Talen stakeholders commented that the newfound flexibility of a rapidly scalable and secure
virtual technology footprint helped make the decision to go with AWS especially attractive –
particularly given the fluid nature of companies operating as independent power producers and
the backing of experts working in AWS Professional Services.
Enabling the Connected Energy Customer Through Cloud and Voice Services 9
3 The Amazon Effect of
Customer Expectations
Migrating legacy systems to the cloud is just one step
in a customer-centric digital journey. Electric utilities
have a far more dramatic transformation ahead
of them when it comes to customer relationships
compared to providers of other services, such as
retailers. Although utilities are providing a critical
service, that doesn’t mean they cannot leverage the
lessons of the world’s most innovative brands.
Even with the limited amount of time customers do
interact with their energy providers, it’s not necessarily
a pleasant experience. Investment firm Energy Impact
Partners, which is funded primarily by utilities, has
found that approximately 85 percent of customer-
utility interactions are driven by complaints about
outages or billing issues.
85% of customer-utility interactions are driven by
complaints about outages or billing issues.
But it doesn’t have to be this way.
The speed and agility of running IOT analytics in the cloud can streamline operations and put
more people to work on executing a new customer engagement paradigm.
In this new paradigm, the traditional utility customer segments can be broken down into
hyper-specific microsegments, which can then be targeted with tailored services and products
designed to meet their tendencies and desires. It can meet customers where they are, which is
increasingly on digital platforms and on mobile.
Enabling the Connected Energy Customer Through Cloud and Voice Services 10Machine Learning and Voice Are the Future
The good news is that meeting customers where they are has never been easier thanks to
artificial intelligence (AI) and machine learning (ML), which are now commonplace across digital
platforms. Whether customers are full-fledged prosumers with solar-plus-storage systems
installed or simply have an Echo device in the home, new touchpoints abound.
For example, new startups like OVO Energy have used ML to enable two-way energy flows for
vehicle-to-grid applications in Europe, where the company’s V2G charger dispenses energy back
to the grid at peak times to the benefit of customers’ pocketbooks and boost grid reliability,
while another application uses AI to charge EVs in off-peak periods to save customers money.
Beyond AI applications that leverage data sets from existing grid infrastructure to foster services
like load control, dynamic pricing and alerts tied to peak periods and billing, the marriage of AI
with voice services will also enable significant advances in utility customer-centricity initiatives.
Cognitive customer care technology combined with Amazon Connect can automate customer
support centers. For example, cognitive care platform Wysdom can understand more than
240,000 questions and statements to which it can respond and dispense relevant answers and
information, such as on billing inquiries.
The marriage of AI with voice services will also enable significant
advances in utility customer-centricity initiatives.
The interface, and others like it, are capable of cross-selling or upselling customers on products
and service offerings. And if the AI cannot resolve a customer query, it can connect customers
to a live call center representative or schedule a callback. Closing the loop, the platform
automatically follows up with customers via text to gauge their sentiment after interactions.
Beyond the obvious bottom-line implications of deflecting call volumes from human-staffed call
centers, utilities leveraging AI-powered cognitive care can also reap new revenue opportunities by
automating a virtual sales force – and measure progress in improving customers’ experiences.
Enabling the Connected Energy Customer Through Cloud and Voice Services 11For example, utilities could bring together more
sophisticated billing capabilities with Alexa and
customers’ rooftop solar arrays, EVs and energy storage.
Customers living in smart homes might ask, “Alexa,
what caused my bill to go up last month?” while those
with rooftop solar might ask, “Alexa, how many energy
credits have I generated this month?” It is a far cry
from the Accenture finding that customers interact with
their utilities an average of 8 minutes per year.
US Voice-Enabled Digital Assistant Users, by Generation, 2016-2019
39.3
35.8
29.9
23.2
16.7 17.2
15.6
13.4
8.6 9.7 9.9 10.1
2016 2017 2018 2019
Millennials Gen X Baby boomers
Note: individuals who use voice-enabled digital assistants at least once a month on any device; millennials are individuals born between 1981-2000, Gen
X are individuals born between 1965-1980 and baby boomers are individuals born between 1945-1964. Source: emarketer.com
Utilities do not have to work alone to reimagine the customer experience as they shift to
the cloud. AWS works in concert with its customers to teach them iterative development
methodologies through programs like digital innovation workshops. Utilities can also leverage
Amazon’s methodology of putting the customer first when designing new services and
offerings, and then working backward from that starting point. It forces companies to think
about whether the approach they’re envisioning even makes sense for their customers – and it’s
a page torn straight from Amazon’s intensely customer-centric playbook.
Enabling the Connected Energy Customer Through Cloud and Voice Services 124 An Agile Platform to
Embrace IOT
Beyond voice-assisted devices, the emergence of IOT allows utilities to leverage cutting-edge
technology to transform more rapidly than ever before to meet customers where they are today.
For example, DER planning assessments not conducted in the cloud can take weeks or even
months. But with IOT analytics in the cloud, utilities can execute assessments for DER planning
in increments that are measured in minutes, hours and days, opening up far more dynamic
opportunities for customer services.
On a platform such as AWS, power producers and electric utilities have a virtual corral in which
they can contain the physical and digital pieces of the puzzle and get to work putting them
together faster than ever before. When complete, that puzzle has customers at the center
of a new electric grid characterized not by a linear progression that begins with dispatchable
generation, but rather by a network of networks that can make transactive energy possible.
On a platform such as AWS, power producers and electric utilities
have a virtual corral in which they can contain the physical and digital
pieces of the puzzle.
Tools available within the AWS platform allow energy providers to rapidly and reliably develop,
test, tweak and deploy new products and services to capitalize on what customers want – not just
what they need – all while more seamlessly meeting regulatory requirements.
Enabling the Connected Energy Customer Through Cloud and Voice Services 13Today’s Power Market Tomorrow’s Power Market
Dispatchable Generation Dispatchable Generation
Connected
Intermittent Devices
Generation
Electric
Vehicles
Transmission
Transmission
Demand Side
Management
Energy
Storage
Distribution
Distribution End Customers
Advanced Metering Distributed
End Customers Infrastructure Generation
Source: Wood Mackenzie Power & Renewables
For example, utilities in more than 30 states have to file integrated resource plans (IRPs) that
increasingly incorporate DER integration, but the assumptions going into IRP development are
often outdated by the time the plans are assessed by regulators. That means the plans may
have to be refiled, but more importantly, customers may not be offered the lowest-cost and best
options in a timely manner because DER planning is not as dynamic as it should be.
Whether working with an AWS partner or developing applications in-house, utilities can:
• Enable more distributed energy by developing distribution-level hosting capacity analyses that
can enable faster interconnection and identify feeders best suited for distributed energy.
• Increase customer segmentation that allows for cost-saving opportunities for customers to
take part in time-of-use programs, energy efficiency and demand-side management programs
that align with their usage profiles.
• Develop more refined IRP processes that align planning horizons and models for transmission,
generation and distribution systems.
Enabling the Connected Energy Customer Through Cloud and Voice Services 145 A Different Kind of
Service Provider
In the past two years, the number of connected homes in the U.S. increased to 29 million
from 17 million, according to McKinsey. More than half of U.S. households are expected to
have a smart speaker like Amazon’s Echo in the home within the next five years. Most of
those homes have invested in the smart home through online and big-box retailers as well as
service providers, and utilities so far are not part a meaningful part of the equation.
As utilities begin leveraging the capabilities of adaptive analytics and smart home
technology to improve customers’ experiences, it will be important to make their appeal
as broad as possible: The experience has to be simple and intuitive, it needs to be part of
a wider-reaching strategy around a connected home/building, and providers must defer to
automated features whenever possible.
The number of connected homes in the U.S. increased to 29 million
from 17 million.
Enabling the Connected Energy Customer Through Cloud and Voice Services 15Additionally, six in 10 energy customers surveyed by Accenture value comfort and the
convenience of automation. Despite their relatively cumbersome bureaucratic structures
and reputation for lacking advanced technology, utilities hold an advantage over would-
be disruptors and new market entrants: They’re already in the home, are set up for 24/7
operations, and are well-known brands amongst their customers. Add-on revenue streams
stemming from home security and other critical monitoring services are possible additional
offerings once the smart home beachhead is well established.
That’s why the time is now to become a different type of service provider. Utilities can create
their own products, or leverage or white-label Amazon’s virtual product and service offerings,
giving them a host of new avenues to create ownership of the smart home transition,
establish new bonds with customers and become a driver of smart home automation with a
layer of next-generation energy services woven seamlessly into the offering. In Europe, for
instance, Centrica has branded its smart home solution Hive, while France’s EDF has a smart
home hub dubbed Sowee.
Six in 10 energy customers surveyed by Accenture value comfort
and the convenience of automation.
In the U.S., Duke Energy has already started on that journey by offering a Duke Energy Smart
Home Bundle that includes an Echo Dot, smart lights and a smart thermostat and hub. One
early adopter of the bundle said in his Amazon review, “Installation was fast and the guy that
installed it was very knowledgeable about the product. I have enjoyed it more than I thought
I would. Everything works perfectly and the temperature in my house is comfortable 100% of
the time now without me ever having to adjust the thermostat.”
The offerings don’t just need to geared toward the tech-savvy. Duke is also part of Charlotte’s
North End Smart District program, which offers smart home technology, including an Echo
Dot, to help residents control energy bills, and some participants have never used smart home
technology and have a higher-than-average energy burden.
Although the utility can design the program, Amazon’s smart home experts are available in
select U.S. cities and regions to do the heavy lifting of home visits and assessments and making
personalized recommendations for customers; they take care of the installation and train
customers on how to use the devices.
Enabling the Connected Energy Customer Through Cloud and Voice Services 16For instance, all new Lennar homes come with a smart home package delivered by Amazon.
With smart home technology deployed at scale, new demand-response opportunities are
unlocked where perhaps they weren’t before, and utilities gain access to heaps of data they may
not previously have had access to, all while establishing a stronger customer bond.
Unlocking Small Business Potential
It is not just homeowners who can benefit from customer-centric connected services. Success in
demand-side management programs for large C&I customers and residential customers can in
part be chalked up to dedicated account managers and mass marketing, respectively.
In the middle of those two rate classes lies small and medium-sized businesses (SMBs), a far more
fragmented and underrepresented segment when it comes to enrollment in programs such as
demand response. In California, for example, a 2016 study commissioned by Pacific Gas & Electric
found that even though SMBs constitute 78 percent of the utility’s customers, they account for
only 32 percent of the energy savings resulting from energy efficiency programs. There is also
opportunity for load deferral options that are not available to typical residential customers.
Embracing customer-centricity is one key to unlocking the demand potential among the fluid
ranks of small-business customers. Utilities can leverage data analytics to identify SMB customers
with the greatest savings potential and, most importantly, provide a simple and seamless
experience for them to participate in efficiency or demand response programs.
Enabling the Connected Energy Customer Through Cloud and Voice Services 176 Accelerating Innovation
Redefining success with customers of all categories can only come by taking advantage of
continuing advances in AI and ML to integrate legacy systems and better harness multiplying
the data streams flowing from customers and utility operations. Integrating data sets is
critical to unlocking potential new customer services and making the case to regulators to be
allowed to innovate.
Enabling the Connected Energy Customer Through Cloud and Voice Services 18Once the data has been harnessed in the cloud, utility leadership teams must engage in
and promulgate a culture of innovation to meet customers where they are today with truly
innovative energy options that make consumers’ lives simpler and better. Building up a
formal mentorship program to foster such a culture is an effective way to assess buy-in and
provide employees with a sense of ownership of the cultural renaissance as they rethink their
role as a service provider.
It’s also critical for utility leaders to look beyond their internal capabilities and engage
partners already adept at cloud-native solutions. Beyond the in-house expertise at AWS,
the AWS Partner Network is rife with leading cloud platform and technology innovators
from which power companies can draw expertise and insight on their quest to transform
themselves and their customers’ experiences.
Faster Integration Through AI/ML
AWS has more than 1,400 services and features and is investing heavily in machine learning
and artificial intelligence. In 2017 alone, Amazon made more than $10 billion in capital
expenditures, the majority of which went to AWS to continue to build on its capabilities.
Whether it’s integrating automated chatbots and voice services into customer service
offerings, or running AI to provide predictive maintenance that creates value for the utility and
therefore its customers, the options to boost the customer experience through AI and ML are
virtually limitless if there is buy-in from enough people across the organization to innovate.
For instance, PG&E leadership instituted a cloud mentorship program to ensure its
employees can claim ownership of the California utility’s commitment to a cloud-first
strategy, which was kicked off in 2018. A band of change agents within the utility embarked
on AWS certifications to usher cloud-conscious employees on the journey with them. That
means innovation does not sit in one department tasked with thinking about the utility of
the future, but rather that knowledge and expertise are spread throughout the organization.
AWS has more than 1,400 services and features and is investing heavily in
machine learning and artificial intelligence. In 2017 alone, Amazon made
more than $10 billion in capital expenditures, the majority of which went
to AWS to continue to build on its capabilities.
Enabling the Connected Energy Customer Through Cloud and Voice Services 197 Conclusion
Massive innovation is within reach for utilities large and small that are ready to tackle the
opportunity. The capabilities of advanced cloud analytics, combined with robust IOT services,
voice-enabled services and powerful AI/ML make innovating and scaling possible at a
faster pace than many ever thought possible. More importantly, this transformation can be
accomplished within a demonstrably secure environment.
The culture of innovation that has vaulted Amazon to world renown can stoke innovation within
utilities too. Utilities that opt not to leverage the latest tools and embrace an intense customer
focus may find that customers will take their business elsewhere, as many have choices today
that didn’t exist even a decade ago.
From its array of proven methodologies to the opportunity to consult with some of the biggest
names in AI and predictive analytics, AWS offers the resources that utilities can use to unlock an
entirely new customer paradigm, and therefore new business opportunities.
The roadmap toward a customer-centric business should include:
• Always starting with the customer in mind for every initiative and then work backward.
• Committing to business process change and cultural change as part of a comprehensive
cloud strategy.
• Identifying partners and experts that can accelerate the timeline for innovation, while also
supporting the buildup of in-house expertise.
• Understanding how innovation and security can go hand-in-hand with cloud services and
designing an architecture that can maximize both.
• As part of business change, applying proven programs, such as the AWS Cloud Adoption
Framework, to build a comprehensive cloud migration plan across the entire organization.
• As part of cultural change, bringing together people from disparate teams – such as
customer service, IT and OT – to build new DevOps teams (while also respecting the “two
pizza” rule: Teams shouldn’t be bigger than two pizzas can feed)
• Engaging the C-suite and having at least one champion to help push the project forward
and break down silos in the organization.
• Breaking data sets out of silos so they can be integrated and leveraged by machine
learning applications.
• Capitalizing on the utility’s position as the incumbent service provider.
Enabling the Connected Energy Customer Through Cloud and Voice Services 20Enabling the
Connected Energy
Customer Through
Cloud and Voice
Services
AWS gives power and utility companies the foundation to focus on delivering the best
customer experience and achieve operational and cost efficiencies while meeting demand
securely and reliably; the flexibility to evolve their business model and innovate in a rapidly
changing industry; and the critical business insights to transform the industry.
Visit us at aws.amazon.com/power-and-utilities to learn more.
Copyright © 2018 Greentech Media Inc.,
A Wood Mackenzie Business, All Rights Reserved.
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