By 2033, digital business models are projected to drive 45% of energy provider revenue. Today, the average sits at 24%. Meanwhile, 70% of customers want to manage their energy life online or in a hybrid way – and 80% of providers still haven't defined a complete digital vision.

The gap between what customers expect and what most providers deliver is beyond a customer experience (CX) problem. It's a market-share problem in slow motion.

This playbook is built on what DPM has learned from the frontlines of Europe's energy transition – working with industry leaders like gridX and Wegatech to design and deliver world-class digital customer experiences across deeply fragmented ecosystems of providers, installers, hardware vendors and service partners.

What you'll find inside

Why 2026 is the inflection point

A grounded look at the three Ds reshaping the sector – Decarbonisation, Decentralisation, Digitalisation – and the fourth that ties them all together: Delighted Customers.

The CHOSE Framework

Our five-pillar model for designing energy CX that wins: Culture, Hyper-Personalisation, Omnichannel, Smart Ecosystem and Earned Trust. Each pillar maps to a concrete capability you can audit your own organisation against.

Two real-world case studies

How a leading European energy provider grew connected assets by 120% in six months through a rebuilt HEMS app and partner-driven go-to-market. And how Wegatech translated solar, heat pump and dynamic tariff complexity into a sales funnel customers actually understood.

Who it's for

CDOs, CTOs, Heads of Digital, CX leads and product leaders inside European energy providers, utilities and smart energy companies. If you're balancing strategic ambition with fragmented internal delivery, this is written for you.