Rising consumer expectations, as well as the introduction of new digital-native competitors, is prompting many utility retailers to rethink the fundamentals of how they serve their customers, particularly in Europe. In this chapter, we explore how utility retailers are transforming to reduce costs through operational excellence and diversify activities through growth strategies, including an as-a-service business model. We also offer in-depth coverage of deregulation efforts, final customer prices, and competition (when markets are deregulated).

The chapter will cover the following areas: