TECH SUPPLIER Apr 2021 - Market Perspective - Doc # US47063621

Utilities Smart Customer Operations Quarterly Update: January–March 2021

By: Gaia GallottiAssociate Research Director, Europe, Luiza SemernyaResearch Analyst, IDC Energy Insights, EMEA


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 1Q21.

"2021 kicked off with renewed optimism for economic recovery as vaccination rates are picking up around the globe. This has enabled businesses to cautiously resume operations toward pre-pandemic levels. Despite a challenging 2020, the deployment of renewable energies has never been more promising, and commitment from nations, utilities, and even oil and gas companies for expanding EV adoption is clear. Finally, the acceleration of utilities' customer engagement activities in 2020 are expected to advance this year as the residential market has come to expect better customer experience even from their energy suppliers. " said Gaia Gallotti, associate research director, Research and Data Products.



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