From Monopoly to Energy Market Liberalization: Strategic Implications for the Consulting Sector between competitive opportunity and trust Disruption =

The introduction of the free market in the energy sector, originally intended to promote competition and expand consumer choice, has in fact caused a profound disruption of the economic, social, and moral balance of the system On one hand, it dismantled a rigid and inflexible monopoly, but on the other, it gave rise to a jungle of companies, often driven more by short-term profit than by genuine customer care. This new scenario quickly turned the market into a stormy ocean, where consumers—lacking adequate tools—found themselves disoriented and vulnerable, overwhelmed by a barrage of offers, incomprehensible clauses, and aggressive strategies The dream of "freedom of choice" often turned into a dangerous illusion, where transparency became the exception and honesty risked being suffocated by greed, constant pressure for results, and monthly sales targets. The uncontrolled proliferation of energy companies completely disrupted the market, and the role of the consultant has in turn challenged the supremacy of large, opportunistic suppliers This has opened the door for small businesses to grow, creating a pro-competitive effect in the market—or, conversely, opportunities for collusion and biased partnerships with individual suppliers. The result is a market where commercial pressure has overtaken service quality Thousands of operators, instead of being consultants at the service of people, have been transformed into "contract machines", forced to chase deadlines and numbers just to stay competitive In many cases, the essence of consultancy—namely, customer care—has been erased in favor of purely quantitative logic. In this distorted landscape, the figure of the ethical consultant emerges strongly: the independent broker who acts as a guide, a filter, a safeguard for the consumer A figure capable of restoring trust, transparency, and humanity in a market that is too often devoid of them. This thesis aims to analyze this emerging figure, exploring its impact and transformative potential, starting with the energy sector Special attention is also given to the mechanisms of data exchange and trade between suppliers and intermediaries, which raise important ethical concerns regarding privacy and respect for the customer. We live in an era in which the quantity of offers and information does not necessarily correspond to real choice On the contrary, the information overload disorients and breeds distrust. During my academic journey in Management and Industrial Engineering, I completed an internship at GDN Consulence, an Italian agency specialized in multiservice consultancy This experience allowed me to closely observe the value of ethical consultancy and the importance of digitalization in customer support processes In particular, this thesis explores the implementation of ActiveCampaign CRM, used to automate workflows, monitor clients over time, and increase the efficiency of consultancy work—thus giving consultants more time to do what truly matters: listening and helping. The second part of the thesis focuses specifically on the operational analysis of this model, demonstrating how technologically advanced management can restore dignity to the consultant’s role, making them more effective, more independent, and closer to people. Ultimately, this thesis aims to offer a critical yet constructive reflection on the modern free market scenario, with the goal of returning what too many companies have forgotten: the centrality of the customer.