TECH BUYER Sep 2021 - Tech Buyer Presentation - Doc # EUR148219321
A Single View of the Customer And How to Get There: A Pressing Need for the Evolving Utility
This IDC Tech Buyer Presentation briefly analyzes energy suppliers' front-end priorities and outlines the need for a single view of the customer.
As energy utilities evolve from simple suppliers to technology and service providers, their business systems must also transform to enable a single view of the customer across commodity and new products and services. This document identifies four ways by which it can be achieved:
- Extended industry-specific CRM data model
- Point integrations and data consolidation
- Customer data platforms (CDPs)
- Communication platform as a service (CPaaS)
By 2024, IDC Energy Insights expects 40% of energy suppliers to have lifted the core business logic from billing to customer data and experience management, becoming three times more effective at marketing new products.