Customers’ experiences of utilities are changing. There’s an unprecedented level of interest and concern about energy prices. The water sector is in the glare of the spotlight as never before. The need to decarbonise the economy is sparking vigorous debate as new infrastructure is deployed across Scotland, just as argument continues to rage over how best to tackle climate change. And the range of low-carbon energy options and technologies and services available to consumers is increasing all the time. Some customers are switched on, savvy, and keen to exploit new opportunities. Others run the risk of becoming disenfranchised as the revolution unfolds.

In this brave (trepidatious?) new world, energy and water companies are under a massive amount of pressure. They need to engage customers to change their consumption habits. They also need to cut costs and increase affordability. Data will play a key role in both missions, translating into new tariffs, prompts, messaging and support that impact not only how customers interact with their suppliers, but also how they behave in the comfort of their own homes.

Our roundtable session with Wipro at Utility Week Live explored the creative use of data to shape and deliver new customer propositions and experiences. The event kicked off with opening remarks from delegates from both energy and water to set the scene. Here’s what we learnt.