TECH SUPPLIER Feb 2020 - Market Perspective - Doc # US44596220

Utilities Smart Customer Operations Quarterly Update: October-December 2019

By: Luiza Semernya, Jean-François SegalottoAssociate Research Director, Europe


This IDC Market Perspective analyzes worldwide smart customer operations in the energy sector and outlines customer care and billing; customer engagement, smart metering, digital transformation, and emobility developments; and smart city initiatives and developments in 4Q19.

"Utilities and energy retailers around the world focus on improving their clients' customer experience, investing in personalized digital experience, and 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," said Jean-François Segalotto, associate research director, Europe, IDC Energy Insights.



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