TECH BUYER Mar 2020 - IDC Perspective - Doc # EUR146143920

Home as a Computing Platform: AI-Powered Home Energy Management and Customer Experience

By: Marco PittalisSenior Research Analyst, Jean-Fran├žois SegalottoAssociate Research Director, Europe

Abstract

This IDC Perspective analyzes the status of home energy management solutions (HEMs) and discusses how applying AI can solve technological needs and take the utility-customer relationship to a new level. Leveraging detailed energy usage information, AI HEMs improve customer experience through highly personalized customer journeys, benefiting both client and utility. By valorizing customer data, energy companies can move from an electron-based business model into a data-oriented one.

"In a competitive industry faced with commoditization challenges and competition from digital disruptors, customer data becomes the new product. Utilities must leverage its value to transform their business and deliver services in line with customer expectations," said Marco Pittalis, senior research analyst, IDC Energy Insights. "Customer experience is central to utilities' digital transformation. This report highlights how AI applied to home energy management can help energy companies reach a new level of user engagement."


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