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Our Media & Publications
Center for the Future of Work
OIL & GAS
CUSTOMER EXPERIENCE MANAGEMENT
OIL & GAS
CUSTOMER EXPERIENCE MANAGEMENT
Cognizant’s solutions and offerings are based on years of work with leading energy and utility companies. They comprise proven methodologies, frameworks and assets to ensure successful outcomes.
Our Energy Management solutions address the challenges associated with managing energy programs and help support the rollout of consumption, rate and behavior analytics.
Cognizant's T&D solutions can be used to integrate and streamline processes across departments & deliver insight into assets and work.
The Work Ahead: Mastering the Digital Economy
The Work Ahead is a research series providing insight and guidance on how business – and jobs – must evolve in an economy of algorithms, automation and AI.
Digital Transformation for Utilities: Creating a Differentiated Customer Experience Through Mobility
Utilities stand to reap large gains in customer-service efficiencies and user experience satisfaction by adopting a mobile-centric approach with apps that cover a wealth of transactional and engagement features.
Scaling Up Smart Meter Operations: Challenges and the Way Forward for UK Energy Utilities
With smart meters being implemented at a rapid pace, energy utilities need to be prepared to make the best use of this opportunity. Here's a guide to possible shortfalls in the journey, and to the technical, operational and organizational capabilities utilities need to thrive in the digital smart metering era.
Open Water: A Path to Success for Incumbents and New Players
To succeed in the newly deregulated England market, water utilities need to upgrade their IT systems to improve the customer experience, develop differentiated offerings and enable competitive pricing.
The Case for Mobility: How New-Age Utilities Can Energize Operations and Boost Customer Service
For utilities feeling the pinch, mobility offers a vast array of potential increased efficiencies and customer service activities. We outline a multi-stage path to become a mobility-enabled utility enterprise.
Driving Process Excellence through Intelligent Automation across the Contract Management Lifecycle
By adding intelligent automation to the contract management process, organizations can improve contract search, retrieval and management, drive cost savings, speed processing, boost compliance and reduce risk.
Sliding Oil Prices: Predicament or Prospect?
Given the steep plunge in crude oil prices and resulting cash crunch, now is the perfect time for oil and gas companies to revisit their value tree and synchronize business and IT strategies.
The Rise of the Smart Product Economy
Making products smart can deliver game‑changing innovation, enriched customer experiences and new, across‑the‑board levels of efficiency. Our latest research reveals practical steps business leaders can take to benefit from this quickly intensifying and accelerating trend.
Asset Information: Addressing 21st Century Challenges
Asset‑intensive companies can reduce costs, improve operational uptime and enhance worker safety by collecting and analyzing process optimization data, unleashed by their response to regulatory requirements and the Internet of Things.
Using Predictive Analytics to Optimize Asset Maintenance in the Utilities Industry
Predictive analytics is a process of using statistical and data mining techniques to analyze historic and current data sets, create rules and predict future events. This paper outlines a game plan for effective implementation of predictive analytics.
We advised a leading European utility on its big data adoption strategy. We assessed tactical business needs and evaluated Business Intelligence (BI) products, following which we established a robust BI system that supports competitive differentiation. During this exercise we identified business benefits valued at €80 million.
A leading electricity and gas retailer in the UK engaged us to help chart a course for its growing electricity portfolio. Cognizant analyzed and assessed processes, people and systems across all core business units, including sales, pricing, meter operations, procurement, risk and settlements. Using our recommendations and an accompanying roadmap, the utility realized multiple business benefits, including significant savings in process efficiency.
A leading energy retailer in the UK engaged Cognizant to revamp its customer website. We developed an online customer experience featuring best-in-class self-service features, an intuitive user interface, optimized navigation paths and seamless integration with back-end transactional systems. Additionally, a service-oriented architecture delivered increased performance, greater reliability and the scalability needed to serve a large and growing customer base.
A leading U.S. utility selected Cognizant as a partner for 24x7 support and maintenance of its enterprise customer service applications. We manage applications for customer service, meter reading, complex billing, market transactions and work tracking.
A key highlight of this engagement has been the use of Cognizant’s proven ADAPT framework for capturing knowledge and ensuring a seamless transition to a new support model.
By developing proactive outage alerts, a highly functional digital customer interface and omni-channel consistency across customer service processes, PNM reduced service costs while empowering customers.
Electric utility’s new complaint handling system reduces resolution times, increases staff productivity, boosts customer satisfaction and improves regulatory compliance.
By partnering with Cognizant, a leading waste management company strengthened its identity and access management processes and gained a secure IT environment.
See how a large utility improved the responsiveness of its finance and accounting processes with Cognizant’s Catalyst Accounts Payable (AP) platform.