EUROPE

Digitally disrupting the energy sector Thanks to digital trends such as artificial intelligence ( AI ) and big data , ENGIE is gaining a 360-degree view of its customers , building intelligent applications , and creating a dialogue with its customers . In this way , ENGIE Electrabel is not only providing energy , but also providing peace of mind .

“ Big data is extremely important in today ’ s world and so it is clear to see why ENGIE wants to become a datadriven company ,” comments Lallemand . “ Certainly , in order to provide added value to the customer , we need to be able to get and crunch the data for our customers and offer personalised solutions that make sense for them . Customers were accustomed to just getting energy from us in the past but now what we really provide is services . That is where big data comes into play .”

Robotic process automation is another area of focus for the Belgian firm . “ The main purpose of our RPA project is to reduce the repetitive , low value-adding tasks that our staff often have to do ,” notes Lallemand . “ This gives our workforce more time to serve the customer and they are happier because they can focus their efforts on more meaningful , customer-focused jobs .

“ As well as this , we have also just launched a messaging platform so that we can speak

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