Residential Customer Engagement: An Opportunity or a Threat for Utilities?
Regulatory push, emergence of smart technologies, and increasing market competition are gradually forcing European utilities to revisit the quality of their interaction with residential customers. This IDC Energy Insights report examines this trend in more detail. It highlights some of the key trends and tools driving consumer engagement initiatives in the residential segment and looks at some of the challenges associated with turning passive energy end consumers into active market participants. The report provides input to utility executives how to approach consumer engagement in their organizations. Consumer engagement initiatives in the commercial and industrial segments are excluded from the scope of this report.
"The emergence of smart technologies promises to revolutionize the energy retail market and the way in which utilities interact with their customers," said Petr Stabrawa, senior research analyst, IDC Energy Insights. "However, the technology is only an enabling tool that requires utilities to execute effective consumer engagement programs. Utilities that fail to integrate consumer engagement within their long-term business strategies risk to lose their competitive edge."