IDC PeerScape: Practices to Enable Utilities Customer Operations to Succeed in the Energy Transition

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.