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OIL & GAS
CUSTOMER EXPERIENCE MANAGEMENT
OIL & GAS
View our portfolio of business and IT services for upstream, mid-stream and downstream operations—and how they benefit producers and distributors of oil and gas.
We help utility companies innovate and reinvent their business models while continuing to modernize and streamline operations.
CUSTOMER EXPERIENCE MANAGEMENT
We help the utility industry address a wide range of challenges and gain premier customer experience and cost optimization.
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.
Digital Disruption in the Water Utility Value Chain
Water utilities worldwide wrestle with the challenges of a dynamic, highly deregulated, and competitive market. Climate change, water shortages, unpredictable weather patterns, aging infrastructures, and funding gaps underscore the need to respond and adapt quickly to new business and technology requirements. While advances in digital technology and analytics can help overcome these issues, evaluating, identifying, and sustaining the appropriate initiatives requires specialized capabilities, a proven process framework, solid implementation methodologies, and a carefully defined vision, strategy, and roadmap.
Applying Predictive Analytics to Deliver Smart Power Outage Communications
Power utilities can gain competitive advantage by proactively alerting customers to power outages via their preferred channels; here's a guide to turbocharging your outage management system (OMS).
Embracing Smarter Facilities Management
Facilities managers can now deploy cutting-edge digital technologies such as AI, cloud and Internet of Things (IoT) to enhance building energy efficiency, implement smart systems throughout facilities and achieve an integrated view of building operations. Here's a guide to this exciting set of developments for FMs, and a handful of diverse successful use cases.
UK Energy Utilities: Preparing for the Smart Metering Implementation Programme (SMIP)
Chartered in 2011, the UK government’s Smart Metering Implementation Programme (SMIP) aims to equip every UK home, as well as businesses and consumers in the public sector, with smart energy meters to help manage energy consumption and reduce carbon emissions. As UK utility companies prepare for SMIP, they must identify the capabilities they need, and understand the complexities they will encounter over program’s two stages: foundation and installation. Those that apply lessons from the foundation stage will be able to tap into the benefits of smart metering sooner, rather than grapple with isolated daily issues.
A Practical Approach for Power Utilities Seeking to Create Sustaining Business Value
For power utilities, analytics are a key to enhanced operational performance and competitive standing. We offer a roadmap for determining and prioritizing relevant analytics, assessing analytics maturity, and implementing an effective analytics process encompassing smart meters, phasor measurement units and other useful sources.
The Robot as Coworker
The interplay of human and robotic workers promises flexibility, savings and new competitive capabilities when deployed as part of a holistic robotics strategy that incorporates design thinking, human behavior studies and partner ecosystems.
Recoding the Customer Experience
Artificial intelligence (AI), machine learning (ML), and the Internet of Things are gaining momentum across enterprise environments. By incorporating these technologies into their strategic agendas, organizations industry-wide can streamline processes, anticipate customers’ needs and behaviors in real time, stimulate profitable growth, and deliver experiences that live up to the promise of digital.
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.
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.