target audience: TECH SUPPLIER  Publication date: Apr 2024 - Document type: Market Perspective - Doc  Document number: # US50662924

Utilities Smart Customer Operations Quarterly Update: January-March 2024

By:  Gaia Gallotti Loading


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This IDC Market Perspective analyzes worldwide smart customer operations in the energy sector. It outlines mergers and acquisitions, agreements, reorganizations, and major business developments; customer care and billing events; customer engagement, smart metering, major flexibility, EV, and battery energy storage projects; energy-efficiency initiatives; digital transformation; and GenAI initiatives in 1Q24.

"Unpredictability has become the name of the game among utilities, and events from 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, contingent factors such as extreme drought and catastrophic weather events are vivid reminders that climate is a non-linear 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," Gaia Gallotti, associate research director, IDC Energy Insights.


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