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Mar 2016 - Business Strategy - Doc # EMEA41050616

Business Strategy: Utilities' IT Investments for Smart Customer Operations — Results from the 2015 Utility Surveys

Authors: Luiza Semernya, Roberta Bigliani, Gaia Gallotti
Abstract

This IDC Energy Insights study analyzes global trends in the activities of utility retailers, specifically their customer operations. Liberalization and competition have revolutionized how utilities manage their most precious asset — the customers. Utility suppliers strive to differentiate from competition through lower prices, better customer service, and additional offerings (e.g., enhanced energy efficiency). This study leverages two industry-specific IDC surveys covering Europe (IDC Energy Insights European Utilities Survey, 2015) and North America (IDC Energy Insights 2015 Vertical IT and Communications Survey).

"Historically, IT spending has been under the direct control of IT departments, but over the past years LOBs have gained a significant say in the matter and (in some cases) been able to capture some of the IT spending for their own control. In fact, European suppliers expect 34.7% of their IT spending to be controlled entirely by LOBs and outside of the IT budget in the next 12 months," said Gaia Gallotti, research manager, IDC Energy Insights.

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