VIDEO
A New Phase of Utility Customer-Centric Transformation
IDC Research Director Gaia Gallotti explains why grid flexibility and rising bills are pushing utilities to connect customer operations and grid operations.
Customers are no longer just energy consumers. They're becoming active participants in the grid.
North American utilities have traditionally focused innovation on generation, transmission, and distribution, with customers treated as energy consumers. Electrification, distributed energy resources, and growing demand from AI and data centers are changing that by giving customers an active role in supporting grid stability. At the same time, rising energy costs have customers paying closer attention to their bills and expecting the same proactive, personalized service and greater visibility into energy use. Watch IDC Research Director Gaia Gallotti explain why utilities need to connect customer operations more closely with grid operations, and why utility customer engagement developed differently in Europe.
Improve Customer Satisfaction With Transparent Insight
Help customers understand their energy use in clear, relatable terms that build trust, reduce confusion, and support higher satisfaction.
Align Customer Programs With Grid Needs
Ensure customer adoption supports grid resilience, flexibility, and long-term planning objectives.
Turn Customer Experience Into a Grid Resource
Leverage CX insights to drive adoption of programs that also support operational and planning goals.
Download
Fueling insights for 45+ utilities and over 38 million consumers.
