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Introduction

Centrica aims to differentiate its energy services by offering a range of advanced digital services and applications for the home.

Highlights

  • For Centrica, smart home is not just a new value-added service, it is a key element of its overall future service strategy. It has a hand in everything, from developing new innovative tariffs to energy-control techniques that help customers to save money, and new advanced services and applications that provide greater value to customers.

Features and Benefits

  • Evaluates Centrica's consumer services strategy and how it is using smart home technology to increase customer satisfaction and grow revenues.
  • Analyzes the key elements behind the success of the Hive brand in the UK.

Key questions answered

  • How does the Hive brand fit into Centrica's wider consumer services strategy?
  • How has Hive become the most popular smart thermostat in the UK?

Table of contents

Summary

  • In brief
  • Ovum view

Recommendations

  • Recommendations for service providers

Using smart home technology to increase customer experience and engagement

  • Setting the business context
  • Bringing the strategy to life
  • Outcome assessment

Appendix

  • Methodology
  • Further reading
  • Author

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