Gartner Research

It's Time for Utility CIOs to Create a Strategic Portfolio of Technologies for Digital Customer Engagement

Published: 01 October 2014

ID: G00266654

Analyst(s): Mick MacComascaigh, Chet Geschickter

Summary

Utility IT staffs are too focused on narrow functionality and incremental digital channel support. To maximize ROI, utility CIOs should follow Gartner's four-step process to identify infrastructure technologies for engaging utility customers in digital channels.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Step 1: Understand the Vision and Capture Organizational Objectives
    • Long-Term Vision: Prepare for Digital Business
  • Step 2: Translate Organizational Objectives Into Specific Metrics
  • Step 3: Group and Categorize Metrics Into Project Initiatives
  • Step 4: Outline a Solution Landscape, and Link the Groups of Metrics to Components in This Landscape

Gartner Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.