target audience: TECH BUYER  Publication date: Nov 2023 - Document type: IDC MarketScape - Doc  Document number: # US49060623

IDC MarketScape: Worldwide Digital Customer Engagement Solutions for Utilities 2023-2024 Vendor Assessment


  • Gaia Gallotti Loading
  • Daniele Arenga


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This IDC MarketScape assesses evaluates providers of digital customer engagement software to utilities worldwide. It analyzes vendors' capabilities, strategies, and comparative success in the marketplace. It looks at how their products and services will evolve, providing metrics and context to utilities evaluating potential technology partners in this solution area. It aims to aid utilities and energy retailers decide on their current or future customer engagement implementations, and assists vendors in deepening their understanding of the competitive landscape. The evaluation is based on a comprehensive and rigorous framework that assesses vendors relative to the criteria and highlights the most influential factors for success in this market in the short and long term.

"The 2022 energy crisis jolted customer apathy globally. Customers are now more aware, educated, and eager to play more active roles by optimizing their energy consumption and water usage, as well as making a buck on their investments in self-generation, energy storage, electric vehicles, heat pumps, and so on," said Gaia Gallotti, associate research director, IDC Energy Insights. "Having a digital customer engagement solution is now a core differentiator between utilities that have specific functionalities and those that do not, and the wedge will widen over the next 24 months as investments in dedicated solutions and more advanced ecosystem engagement functionalities pick up."


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