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

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

On-line Presentation

Abstract

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.


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  • 28 slides


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