TECH SUPPLIER Aug 2018 - Market Perspective - Doc # US42713518

Utilities Smart Customer Operations Quarterly Update, April–June 2018

By: Roberta BiglianiVice President, Head of IDC Insights and IDC Future of Work Executive Lead - Europe, Luiza Semernya

Abstract

This IDC Market Perspective analyzes smart customer operations in the energy sector worldwide and outlines major initiatives and developments in 2Q18 for customer care and billing, customer engagement, smart metering, digital transformation, emobility developments, and smart cities.

"Utilities and energy retailers around the world are focused on improving their clients' customer experience, investing in personalized digital experience while reducing cost to serve, and, in competitive markets, cost to acquire. In several developing countries, utilities are also enhancing transparency and reducing nontechnical revenue losses by deploying smart meters, especially prepaid ones," said Roberta Bigliani, vice president, IDC Energy Insights, IDC Government Insights, and IDC Health Insights.


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