The report, "Understanding customers' online engagement with their power and gas utilities: The case of Spain," by Arthur D. Little, examines the shift to online channels in the utilities industry. The authors highlight the importance of engagement in the customer relationship model and the impact of online players on the industry. The report provides insight for executives on how to prepare for action in response to this shift. The methodology and analysis used in the report are also included in the annex. Overall, the report suggests that utilities must adapt to the online model to remain competitive.
