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Feb 2018 - IDC TechBrief - Doc # EMEA43574918

IDC TechBrief: Digital Marketplaces Empower Utilities to Transform Relationships with Customers

By: Roberta BiglianiVice President, IDC Energy Insights, IDC Government Insights and IDC Health Insights

Abstract

This IDC TechBrief discusses the value for utilities of introducing a digital marketplace and move beyond the traditional commodity-provider relationship. A digital marketplace is a website in which visitors can find multiple brands'/sellers' products and services. Since marketplaces aggregate products from a wide array of providers, selection is usually wider than on a vendor-specific online retail store. In many cases, the marketplace operator may process sale transactions. In many others, it enables visitors to directly access sellers' ecommerce portals. Energy-/utility-centric marketplaces usually contain a vast range of energy-related products (typically for homes) including televisions, refrigerators and freezers, projectors, washing machines and dryers, dishwashers, air conditioners, lightbulbs, monitors, tablets, video games consoles, etc. Digital marketplaces can empower relationships with consumers and business customers (B2C and B2B).

"Energy retailers must provide their customers with a truly effortless and valuable experience — an experience that is meaningful to the customer as an individual, available when it matters, and delivered through the most convenient channel in a continuous, consistent, and relevant manner. Digital marketplaces are an easy-to-deploy solution to move toward that," said Roberta Bigliani, vice president, IDC Energy Insights.


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