Establishing a decentralized Power implement innovative customer-centric tools and services; and leverage data for real-time, personalized interactions and ongoing messaging. In addition, these utilities leverage customer-focused marketing metrics, such as customer lifetime value and customer effort scoring, to learn more about how they can continue to upgrade their offerings. Boomer Millennial Get inside the demographic dynamic Today’s utility customers are changing based on demographic shifts, particularly among the two largest generations, as millennials enter their prime spending years and baby boomers downsize and retire. Both shifts will continue to impact the utility industry, in terms of both the volume demand for power, and how that power is delivered. Regardless of their prioritiesfrom maximizing their access to energy and flexible pricing to near-perpetual connectivity and socially conscious energy consumptionconsumer expectations are ever evolving and are tightly aligned with demographics, a reality Network Integrators must grasp and leverage. Consumers are demanding experiences that involve minimal time and effort, meet their fluid expectations, demonstrate integrity, empathy, and authenticity, achieve resolution quickly, and are personalized. Demographic Shift 2018 KPMG LLP , a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative “KPMG International”, a Swiss entity. All rights reserved. The KPMG name and logo are registered trademarks or trademarks of KPMG International. NDPPS 770325