In today’s energy sector, the pressure to deliver seamless, customer-centric digital experiences has never been greater. As energy prices fluctuate, regulatory demands intensify, and consumers become more discerning, energy suppliers are being called to move beyond basic app functionality and embrace a new era of digital engagement. Yet, many organizations find themselves hamstrung by entrenched data and organizational silos—barriers that stifle innovation and limit the potential of digital tools to deliver real value. Value Chain Modernization (VCM) offers a path forward, enabling energy companies to break down these silos and unlock the full potential of digital transformation.
Despite widespread smartphone adoption and the proliferation of smart meters, most energy suppliers’ digital offerings remain focused on basic account management—billing, meter readings, and tariff changes. Research shows that only 45% of energy customers use their supplier’s app, and even among these users, engagement is typically limited to functional tasks. The result? A significant portion of consumers turn to third-party apps for the smart, value-added tools they crave, such as real-time energy advice, smart home integrations, and personalized usage insights.
The root of this problem lies in the way energy companies are organized. Traditional business models, with their rigid departmental boundaries, create data silos and fragmented processes. Each division—whether it’s production, trading, distribution, or retail—optimizes for its own goals, often at the expense of the broader customer experience. Data collected in one part of the business is rarely shared or leveraged across the organization, making it difficult to deliver the kind of integrated, personalized digital experiences that today’s consumers expect.
Value Chain Modernization is the strategic integration of digital tools, data, and cross-functional teams to optimize the end-to-end processes that create and deliver value—from energy production to the customer’s mobile app. At its core, VCM is about breaking down the barriers between organizational silos and creating seamless information flows that empower every part of the business to act in the best interests of the customer.
When energy companies embrace VCM, the benefits for digital customer experiences are profound:
Transitioning to a modernized value chain is as much a leadership and cultural challenge as it is a technological one. Success requires:
As the energy sector navigates the twin imperatives of decarbonization and digital transformation, value chain modernization stands out as a critical enabler. By breaking down organizational and data silos, energy companies can deliver the connected, customer-centric digital experiences that today’s consumers demand—and that tomorrow’s energy landscape will require.
The winners in this new era will be those who see beyond departmental boundaries, harness the full power of their data, and put the customer at the heart of every digital interaction. With VCM as the foundation, energy suppliers can transform their mobile apps from basic utilities into powerful platforms for engagement, loyalty, and sustainable growth.
Ready to modernize your value chain and deliver better digital energy experiences? Publicis Sapient partners with leading energy organizations to break down silos, integrate digital tools, and unlock new value across the energy ecosystem. Let’s connect and build the future of energy together.