The energy market is moving fast. What once felt like a background utility is now part of customers’ everyday lives. How people experience your services, across dozens of touchpoints a day, can now make or break your business.

That was the focus of our recent webinar, How to Drive Revenue with Great Customer Experiences in Next-Gen Energy. We explored how routine moments from charging an EV to managing solar panels or using a smart home app can be turned into opportunities for trust, loyalty, and growth.

Energy is part of daily life

As Lauren Forster explains:
“Energy is no longer boring. It’s complex, high touch, and deeply woven into the everyday of your customers’ lives.”

With that comes risk: a failed EV charge or glitchy app can frustrate instantly. But it also creates huge advantages. Providers who deliver consistently positive interactions can turn energy management into value-adding experiences that build long-term loyalty.

James Hebblethwaite notes:
“While it’s critical to eliminate the negative steps that cause customers to churn, the real focus should be higher… It’s to create such positive experiences that they become active promoters and advocates for your brand.”

Lessons from telecoms

We’ve seen this transformation before. In telecoms, the winners were those who bundled services effectively and made customer experience the differentiator. Those that didn’t fell into the logo graveyard.

As Richard Britton explains:
“The lessons from the past are clear: We are on the same journey as telecoms, and there’s no knowing exactly where it will go. The key is connecting it all together.”

For energy, that means connecting EVs, batteries, heat pumps, and tariffs through digital platforms customers actually want to use and making every interaction one they can trust.

What customers value most

From the discussion, three pillars stood out:

• Ease: One place to manage EVs, solar, batteries, and tariffs. Multiple apps create friction.
• Relevance: Using data and AI to offer the right solution at the right time, without it feeling like a hard sell.
• Trust: Reliable services and devices that work every time. Shared value, such as grid-balancing rewards, deepens this trust.
  

Together, these pillars turn everyday energy management into experiences that build advocacy as well as revenue.

Why a unified platform matters

Energy businesses must decide: connect multiple systems, or adopt a single, end-to-end platform.

• Best-of-breed: Flexible in theory, but integration issues often undermine the customer experience.
• Best-in-class: A unified platform connects charging, solar, batteries, and tariffs — protecting your brand and reducing risk.
  

As Lauren warns:
“Your customer experience is only as strong as its weakest link. One bad API call, one piece of hardware that doesn’t talk to the software, and the whole house of cards can fall down.”

A unified platform protects your brand, reduces risk, and helps deliver a seamless experience customers can rely on.

Looking ahead

Next-generation energy is complex, but providers can lead by staying focused on customer needs, using data responsibly, and building dependable, trustworthy experiences.

James sums it up:
“Start with relevance, not features. Understand customer behaviour and usage patterns to act proactively. That’s really, really important.”

How Powerverse helps

Powerverse helps make next-generation energy simple for your business and your customers. By bringing EV charging, home batteries, solar, and smart tariffs into one place, the platform supports you in creating effortless, personalised, and reliable experiences. 

Built around the pillars of ease, relevance, and trust, it gives your business the tools to focus on what matters, expand at your own pace, and turn everyday energy interactions into loyalty, engagement, and growth.

Watch the full webinar to see how these lessons can help your business lead in next-gen energy.