target audience: TECH BUYER  Publication date: Oct 2023 - Document type: IDC Perspective - Doc  Document number: # US50062723

Utilities Smart Customer Operations Quarterly Update: July–September 2023

By:  Gaia Gallotti Loading


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This IDC Market Perspective analyzes worldwide smart customer operations in the energy sector. It outlines M&As, agreements, reorganizations, and major business developments; customer care and billing events; customer engagement, smart metering, conservation, and energy-efficiency initiatives, and sustainability projects; digital transformation; major flexibility, electric vehicle (EV), and battery energy storage projects; and generative AI (GenAI) initiatives in 3Q23.

"Unpredictability has become the name of the game among utilities, and the events of the past two years have changed the game. While more immediate matters such as supply security, demand efficiency, and tariff impacts on energy consumers are drawing attention from long-term initiatives, contingent factors such as extreme drought and catastrophic weather events are vivid reminders that climate is a nonlinear process that must be addressed with extreme urgency. Utilities will continue to prioritize their net-zero journeys and sustainability efforts, with affordability being of paramount importance," said Gaia Gallotti, associate research director, IDC Energy Insights.


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