Business Strategy: Utilities' IT Investments for Smart Customer Operations — Results from the 2015 Utility Surveys

Business Strategy: Utilities' IT Investments for Smart Customer Operations — Results from the 2015 Utility Surveys

This IDC Energy Insights study analyzes global trends in the activities of utility retailers, specifically their customer operations. Liberalization and competition have revolutionized how utilities manage their most precious asset — the customers. Utility suppliers strive to differentiate from competition through lower prices, better customer service, and additional offerings (e.g., enhanced energy efficiency). This study leverages two industry-specific IDC surveys covering Europe (IDC Energy Insights European Utilities Survey, 2015) and North America (IDC Energy Insights 2015 Vertical IT and Communications Survey)."Historically, IT spending has been under the direct control of IT departments, but over the past years LOBs have gained a significant say in the matter and (in some cases) been able to capture some of the IT spending for their own control. In fact, European suppliers expect 34.7% of their IT spending to be controlled entirely by LOBs and outside of the IT budget in the next 12 months," said Gaia Gallotti, research manager, IDC Energy Insights.

Please Note: Extended description available upon request.

IDC Energy Insights Opinion
In This Study
Utilities Industry
Situation Overview
The Makeup and Whereabouts of Competitive Markets
Competing for New Customers
Utility Retailers in North America Are More Optimistic About Their Future than Those in Europe
The Approach
Growth and Innovation Activities Take Close to Half of European Utility Retailers' IT Budgets
European Utility Retailers to Further IT Spending Externalization
LOB Influence over IT Spending Increase in European Utility Retailers
Spending for New Customer Care and Billing Solutions Ramps up among Energy Suppliers
Future Outlook
Utilities Differentiate with Innovative Value-Added Products and Services
Focusing on Digital Communication Channels to Improve the Customer Experience
Essential Guidance
Actions to Consider
Learn More
Related Research

Download our eBook: How to Succeed Using Market Research

Learn how to effectively navigate the market research process to help guide your organization on the journey to success.

Download eBook