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Feb 2017 - Market Perspective - Doc # US40829517

Utilities Smart Customer Operations Quarterly Update: October–December 2016

Authors: Roberta Bigliani, Gaia Gallotti, Luiza Semernya

This IDC Energy Insights Perspective analyzes the worldwide smart customer operations in the energy sector and outlines major customer care, billing, and analytics contracts, customer engagement, smart metering, emobility developments, and smart city initiatives and developments in 4Q16. The sections included are customer care and billing, customer analytics, customer experience and engagement, smart metering, emobility, and smart cities.

"Utilities and energy retailers around the world are focused on improving their clients' customer experience. In developing countries, utilities are enhancing transparency and reducing nontechnical revenue losses by deploying smart meters especially prepay ones. In more advanced markets like Europe, Australia, New Zealand, and North America utilities are opening low-touch self-service channels, adopting applications to automate campaigns and engagement initiatives, and deploying digital commerce platforms," said Gaia Gallotti, research manager, IDC Energy Insights.

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