PUBLISHER: IDC | PRODUCT CODE: 1441914
PUBLISHER: IDC | PRODUCT CODE: 1441914
Utilities Smart Customer Operations Quarterly Update: October - December 2023
This IDC Market Perspective analyzes worldwide smart customer operations in the energy sector. It outlines mergers and acquisitions, agreements, reorganizations, and major business developments; customer care and billing events; customer engagement, smart metering, major flexibility, EV, and battery energy storage projects; and digital transformation and GenAI initiatives in 4Q23."Unpredictability has become the name of the game among utilities. The events of the past two years have changed the game. While more immediate matters such as supply security, demand efficiency, and tariff impacts on energy consumers are drawing attention, contingent factors such as extreme drought and catastrophic weather events are vivid reminders that climate is a non-linear process that must be addressed with extreme urgency. Utilities will continue to prioritize their net-zero journeys and sustainability efforts, with affordability being of paramount importance," Gaia Gallotti, associate research director, IDC Energy Insights.
Executive Snapshot
New Market Developments and Dynamics
- Situation Overview
- Clean Energy and Sustainability
- Energy Efficiency
- Business Environment, 4Q23
- Demand and Prices
- Oil Prices
- Electricity Prices
- Clean Energy and Sustainability
- Utilities and Generative AI
- Mergers and Acquisitions, Agreements, Reorganizations, and Major Business Developments, 4Q23
- Octopus Energy Completes Purchase of Shell Energy Retail in the U.K. and Germany
- Galicia Launches a Clean Power Utility
- Iberdrola's New York Utilities Win Approval for a Reliable Energy Plan
- Customer Care and Billing, 4Q23
- Nordic Energy Retailer Goes Live with Hansen CIS in Sweden
- Tokyo Gas Licenses Kraken to Digitalize Operations
- TAQA Selects Kraken Technology's Platform for a Pilot Project
- OVO Completes Migration of SSE Customers
- Long Beach Restores Utility Billing and Payment Services after Cyberattack
- InvoiceCloud Launched an Integrated Solution with Oracle Energy and Water
- Customer Engagement, 4Q23
- Powerley and NET2GRID to Offer Customer Engagement Applications for Utility Industry
- Smart Metering, 4Q23
- UK Power Networks' Smart Metering Data Moved to Microsoft Azure Cloud Storage
- Puerto Rico's 1.5 Million Smart Meter Replacement Gets the Go Ahead
- Serbian DSO Selects Suppliers for 470,000 Smart Meters
- 373,000 Smart Meter Program Launched by Snohomish PUD in U.S.
- EMASESA to Deploy 77,300 Smart Water Meters in Seville
- New Jersey's TWW Launches Smart Water Meters Program
- Smart Water Metering Pilot Project in Western Australia
- Greece's HEDNO to Deploy 3.1 Million Smart Meters
- Major Flexibility, Electric Vehicle, and Battery Energy Storage Projects, 4Q23
- Quebec City Chose Hitachi Energy for Centralized EV Bus Charging System
- Italy Selected Hitachi Energy to Deploy an Ultrafast*Charging E-Mobility Solution
- Turkiye Chose Siemens for 200 Electric Vehicle Fast Chargers and Digital Services
- Ford Buys EV Energy Company AMP to Improve Charging and Battery Management
- Spain's Naturgy to Study Reusing Old EV Batteries for Stationary BESS
- Kaluza and Ovo Energy Tap Volvo for Vehicle-to-Everything Technology
- SDG&E and Toyota to Collaborate on Vehicle-to-Grid Technology
- GreenV Makes EV Chargers Smart with Internet of Things Technology
- Honeywell to Provide BESS to U.S. Virgin Islands
- Digital Transformation, 4Q23
- Uplight to Acquire DERMS Provider AutoGrid
- Cognizant Buying Thirdera in a Move to Build a ServiceNow Business
- Siemens Acquires BuntPlanet to Strengthen AI Portfolio in the Water Sector
- Itron Joins the Green Button Alliance to Help Green Button Standard
- Goodwill Launches a Major Green Jobs Program in Partnership with Accenture
- Subeca Launches Amazon Sidewalk-Based Solution for Water Metering
- Varberg Energi Selects Hansen to Power Intraday Trading
- Alectra to Deploy Itron's Distributed Intelligence Technology
- Italgas Monitors 8 Million Smart Meters with a New Assurance Solution
- OpenADR 3.0 Launched for Distributed Energy Resource Management
- Utilities and GenAI, 4Q23
- E.ON Launches GenAI 'Assistant'
- Microsoft Launched the Security Copilot Early Access Program
- Microsoft Launches Two New Copilots for Service and Sales
- IBM Continues AI Push with $500M Enterprise AI Venture Fund
- Accenture Collaborates with SAP to Help Organizations Adopt GenAI
- Deloitte and ServiceNow Extend Partnership with GenAI Integration
- CGI and Google to Drive Innovation in the Responsible Use of GenAI
- Siemens and Microsoft Partner to Drive Cross-Industry AI Adoption
- Schneider Electric Drives GenAI by Integrating Microsoft Azure OpenAI
- C3 AI Expands Strategic Collaboration Agreement with AWS
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