TECH SUPPLIER Jan 2020 - IDC Survey - Doc # US44596120

A Deep-Dive in European Utilities' IT Investments for Customer Operations

By: Phevos SkalidisResearch Manager, Luiza Semernya

On-line Presentation


This IDC Presentation leverages an annual IDC survey covering Europe (IDC European Tech and Industry Pulse Survey, 2019-2020 — Utilities), a landmark study of European utilities' IT spending decision-making trends, IT investment priorities, business initiatives, and emerging technologies. In this document, the overall status of utilities' customer operations is explored, with a focus on their IT priorities, spending trends, DX impact, and CX challenges.

"Optimism prevails among energy retailers in Europe — in 2020, they will be actively investigating the possibilities of expanding into new markets, segments, or geographies while improving customer experience. In doing so, they must address a multitude of challenges also present in other customer-facing sectors. They are also conscious of the fact that their digital transformation efforts still have a long way to go before they reach their desired maturity levels, eventually affecting not only customers, but also workforce experience and new business models," said Phevos Skalidis, research manager, IDC Energy Insights.


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