The latest research from IDC Energy Insights has highlighted "customer experience transformation" as the foremost strategic priority for utilities globally. This shift has led to the emergence of IT systems integrators and service providers as key partners in driving technological innovation within the sector.
The IDC MarketScape: Worldwide Service Providers for Utilities Customer Operations 2024 Vendor Assessment has identified several leaders in this space, including Accenture, Capgemini, CGI, Deloitte, EY, Infosys, TCS, and Wipro, all listed in alphabetical order. Following these leaders are major players such as Cognizant, HCL Tech, IBM, LTIMindtree, Minsait, PwC, Tech Mahindra, and WNS.
The report underscores the ongoing efforts by utilities and energy suppliers to enhance customer experiences. According to IDC's 2024 Worldwide Utilities Consumer Survey, many companies have successfully moved past negative customer satisfaction scores, indicating a significant improvement in customer engagement. This transformation has been driven by the implementation of new solutions and tools, as well as the redesign of processes aimed at reducing costs and exploring new business models [1].
IDC's MarketScape study evaluates the capabilities and strategies of service providers that support utilities and energy retailers in their customer operations. The ongoing energy transition is reshaping customer operations, engagement strategies, and overall customer experience. This research builds on two previous IDC studies that assessed digital customer engagement solutions and customer information systems for utilities, reflecting a changing landscape that necessitated an update to the customer operations professional services assessment.
Gaia Gallotti, research director at IDC Energy Insights, stated, "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." This highlights the critical need for utilities to adapt to the evolving market dynamics and customer expectations.
The IDC MarketScape report employs a robust framework to analyse and evaluate vendors in the utilities customer operations professional services market. It utilises both quantitative and qualitative methods to assess vendor strategies and capabilities, ensuring that technology buyers can make informed decisions based on comprehensive evaluations of current and future needs.
