Number of Figures: 12
This IDC Energy Insights report analyzes global trends in utility retailers' activities, specifically regarding their customer operations. Liberalization and competition have revolutionized how utilities manage their most precious asset — their customers. Utility suppliers strive to differentiate from their competitors, not only with lower prices but also with better customer service and additional offerings especially for enhanced energy efficiency. This report leverages two industry-specific IDC surveys covering Western Europe (IDC Energy Insights WE Utilities Survey 2013) and North America (IDC Energy Insights 2013 Vertical IT & Communications Survey).
"Cost pressures and customer satisfaction call for effective and efficient delivery of a unified customer experience through customer-preferred channels. By accommodating customers' preferred communication channels, utilities have a higher success rate of informing and engaging their customers, often enhancing satisfaction," said Gaia Gallotti, research manager, IDC Energy Insights. "In Western Europe, energy suppliers expect to communicate with their customers primarily via their mobile devices, either through texts/SMS or via mobile applications."