Feb 2019 - Market Presentation - Doc # US43346019
Utilities IT Investments in Customer Operations: Results from 2018 Utility Surveys
This IDC Presentation gives an overview of the key findings from two landmark IDC surveys run in 2018. One was run in Europe — IDC Energy Insights European Utilities Survey, 2018; another was run in the U.S. — IDC Energy Insights 2018 Vertical IT and Communications Survey. In this document, we explore the overall status of utilities' customer operations, detailing their business outlook and priorities, IT budget and IT spending trends, investments in IT solutions, and digital transformation maturity. The surveys reveal that despite challenging market conditions, utility retailers ae optimistic about the future.
"Despite difficult market conditions, utility retailers maintain a positive business outlook, with the hope that new business models and revenue streams will begin generating much-needed value for their companies. Albeit over the next 12 months, improving customer experience and revenues and increasing brand awareness are only medium priorities for European utility retailers, as they will focus on cybersecurity and managing regulatory compliance. Customer analytics remains a critical pain point that utility retailers need to unlock in order to deliver concrete value to their customers," said Gaia Gallotti, associate research director, IDC Energy Insights.