Why Utilities Must Own the Customer Interface in the Era of Energy Platforms

Having worked inside telecom during the early 2010s, I witnessed firsthand how the customer interface slipped out of the hands of traditional carriers. Companies like Vodafone, Orange, Telefónica (O2), and Deutsche Telekom Global Business kept networks running—but failed to capture the value that shifted to those who controlled the apps, data, and user experience.

While telcos maintained infrastructure, OTT platforms like Meta, Skype, and LinkedIn captured messaging, voice, and customer relationships—redirecting revenue and loyalty. Data traffic exploded, but ARPU (Average Revenue Per User) flatlined.

I see the same gravitational pull happening now in energy.

Today, technologies like photovoltaic (PV) systems, EV chargers, dynamic tariffs, heat pumps, and HEMS are all software-driven. The new “front door” isn’t a utility bill—it’s an app that automates savings and comfort. That’s why companies like:

• Tado°,

• Loxone,

• Hive by Centrica,

• Zerofy

are thriving. They simplify grid complexity into one-tap experiences, and by doing so, they own the customer relationship—and the margin.

Learning from Telecom: Platforms Win, Pipes Don't

The energy world isn’t a carbon copy of telecom. Power is critical infrastructure. Utilities are still responsible for grid stability, wire maintenance, and precise billing. There’s no room for “move fast and break things” when a billing error can shut down operations.

Regulation ensures utilities won’t disappear, but it doesn’t guarantee they’ll capture value in the new platform-driven ecosystem.

What Utilities Must Do to Stay Relevant

The lesson from telecom is clear: You don't beat platforms with committees—you partner, productize, and ship.

That’s why utility-grade operating systems like:

• Kraken (used by Octopus Energy),

• Tridens,

• Kaluza

are essential. They help modernize billing, CRM, and settlement, while orchestrating Distributed Energy Resources (DERs) and Virtual Power Plants (VPPs) behind the scenes. Meanwhile, brands maintain control of the customer interface.

What Winning Looks Like for Utilities:

• Own or co-own the digital interface: Branded apps, clear UX, and consented data use.

• Partner for speed: License a robust utility OS instead of rebuilding one.

• Monetize outcomes, not just kilowatt-hours: Offer comfort guarantees, flexibility payments, or savings SLAs.

In short, utilities won’t become obsolete—but without a credible digital front-end and the right platform partners, the margin pool will migrate—just like it did in telecom.

In this new phase, the winners will be those who orchestrate electrons via software, not just transport them physically.