The UK energy and utilities sector stands at a pivotal crossroads. As the nation accelerates its transition to a low-carbon economy, energy providers face mounting pressures: evolving regulatory requirements, rising customer expectations, and the urgent need to modernize legacy operations. Digital transformation is no longer optional—it is the engine driving sustainability, efficiency, and customer-centric innovation across the industry.
Publicis Sapient is at the forefront of this transformation. With over three decades of experience partnering with national energy companies and utilities, we bring a unique blend of sector expertise, technological innovation, and a proven track record of delivering measurable impact. Our London-based teams work hand-in-hand with clients to help them thrive in a rapidly changing landscape—enabling them to lead the charge toward a more sustainable, resilient, and customer-focused future.
The UK’s energy and utilities sector is defined by its complexity and dynamism. Providers must balance the imperative to decarbonize with the realities of regulatory compliance, cost pressures, and the need to deliver seamless digital experiences to millions of customers. Digitally native entrants are disrupting the market, while government policies—such as the default tariff cap—are reshaping margins and business models. In this environment, the ability to adapt, innovate, and scale digital solutions is critical.
Publicis Sapient supports energy leaders in:
A standout example of our impact is our partnership with British Gas, the UK’s largest energy supplier. Facing a radically changing market and the need to reposition around the customer, British Gas turned to Publicis Sapient to accelerate its digital transformation—starting with the mobile customer experience.
British Gas needed to simplify customer journeys, drive operational efficiency, and enable new products and services—all while supporting its customers’ transition to a lower-carbon future. The imperative was clear: transform the customer experience and empower digital channels to become the primary touchpoint.
Publicis Sapient and British Gas formed integrated, cross-functional teams—bringing together experts in SAP, billing, smart data, connected home, and marketing. Through focused service design sprints, the teams addressed over 200 customer pain points, reimagining not just what users could do, but how they engaged with the brand. In just 82 days, the teams delivered a minimum viable product (MVP) of a new customer app, followed by rapid, monthly updates. Innovations included:
The impact was immediate and profound:
This transformation not only improved operational efficiency and customer satisfaction but also empowered British Gas to support its customers’ journey to a low-carbon future—demonstrating the power of agile, customer-centric digital innovation.
Energy and utilities leaders choose Publicis Sapient for our:
The journey to a sustainable, customer-centric energy future is complex—but with the right digital partner, it is achievable. Publicis Sapient empowers UK energy and utilities providers to:
Ready to accelerate your digital transformation journey? Visit our London office at Turnmills, 63 Turnmill Street, EC1M 5RR, or contact our team to start a conversation about your next chapter. Together, we can power the future of UK energy and utilities—delivering sustainable growth, operational excellence, and outstanding customer experiences.
Publicis Sapient: Driving the next wave of digital transformation in UK energy and utilities.