This report identifies best practices adopted by leading utilities and energy retailers to meet these challenges, ranging from data architecture modernization and omni-channel engagement to embedding DCE into the CX strategy and adopting platforms rather than point systems. These practices serve as a road map for utilities seeking to transform their customer operations to thrive in an increasingly complex and customer-driven energy ecosystem."To thrive in the evolving energy landscape, utilities must modernize customer operations by embracing digital engagement, integrating agile IT systems, and delivering value beyond commodity — empowering customers and accelerating the path to decarbonization," said Gaia Gallotti, research director, IDC Energy Insights.
IDC PeerScape Figure
Executive Summary
Peer Insights
Practice 1: Decouple Customer Data from Applications for AI-Driven Value-Add
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Practice 2: Embed DCE Deeply into CXM Strategy from the Start
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Practice 3 – Shift to a Platform-Based CXM and CIS&B Strategy — or at Minimum Simplify Integrations
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Practice 4: Align Business Innovation with Customer-Centric Technology Foundations
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Practice 5: Invest in Digital Channels for a Valuable and Convenient CX
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