MILANO, December 5, 2024 — IDC Energy Insights research highlights “customer experience transformation” as the top strategic business priority for utilities worldwide, with IT systems integrators and service providers emerging as their preferred partners for driving technology innovation. The IDC MarketScape : Worldwide Service Providers for Utilities Customer Operations 2024 Vendor Assessment names Accenture, Capgemini, CGI, Deloitte, EY, Infosys, TCS, and Wipro (in alphabetical order) as “leaders” in the market, followed by “major players,” namely Cognizant, HCL Tech, IBM, LTIMindtree, Minsait, PWC, Tech Mahindra, and WNS (in alphabetical order).
Utilities and energy and water suppliers around the world are on a quest to drive positive customer experiences. In fact, IDC Energy Insights’ 2024 Worldwide Utilities Consumer Survey revealed that they are finally in the clear of negative customer satisfaction scores/Net Promoter Scores (scoring 1). Over the past years, many companies, especially in competitive energy markets, implemented solutions and tools and redesigned processes to better support and engage their customers, to reduce cost-to-serve, and to tap into new business models.
IDC’s MarketScape study assesses the capabilities and strategies of service providers in supporting utilities and energy and water retailers around the world in their customer operations. The ongoing energy transition is bringing significant changes to these companies’ customer operations, customer experience, and customer engagement strategies. This research followed two IDC studies published over the last 12 months: IDC MarketScape : Worldwide Digital Customer Engagement Solutions for Utilities 2023-2024 Vendor Assessment and IDC MarketScape : Worldwide Customer Information System & Billing Solutions for Utilities 2024 Vendor Assessment. The latter study depicted a very different scenario than in the past, which consequently warranted a refresh of the Worldwide Utilities Customer Operations Professional Services study.
“With the ongoing energy transition pushing the envelope of traditional customer operations, utilities must reassess their customer operations to ensure they are not hindering customer satisfaction, cost efficiency, and innovation,” says Gaia Gallotti, research director with IDC Energy Insights. “This IDC MarketScape provides a critical evaluation of service providers, highlighting how they have evolved to support the transformative shift spurred by changes in the CIS&B, customer experience management, customer engagement, and field service management software landscape.”
This IDC MarketScape report utilizes the IDC MarketScape framework to examine, analyze, and evaluate the vendors operating in the worldwide utilities customer operations professional services market. The research employs a combination of quantitative and qualitative methods to assess the strategies and capabilities of vendors in meeting the requirements of technology buyers that are seeking professional services for their utilities customer operations. The evaluation is conducted using a comprehensive set of parameters that are crucial for fulfilling the current and future needs of technology buyers.
About IDC Industry Insights
IDC Industry Insights assists business and IT leaders across key industries, including retail, government, financial services, manufacturing, healthcare, and energy, to make informed technology decisions. Our research helps technology suppliers align their vertical marketing, sales, and product strategies with industry-specific trends and priorities.
About IDC
International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. With more than 1,300 analysts worldwide, IDC offers global, regional, and local expertise on technology, IT benchmarking and sourcing, and industry opportunities and trends in over 110 countries. IDC’s analysis and insight helps IT professionals, business executives, and the investment community to make fact-based technology decisions and to achieve their key business objectives. Founded in 1964, IDC is a wholly owned subsidiary of International Data Group (IDG), the world’s leading tech media, data, and marketing services company. To learn more about IDC in Europe, please visit https://www.idc.com/eu. Follow IDC Europe on X at @IDC EMEA and LinkedIn. Subscribe to the European IDC Blog for industry news and insights.