Gartner Research

Invest in Analytics to Improve Utility Customer Engagement

Published: 30 March 2015

ID: G00273587

Analyst(s): Chet Geschickter


Utility CIOs should invest in customer analytics to improve customer engagement in support of utility business objectives. These include energy efficiency and demand response, customer service excellence and customer acquisition and retention. Use these best practices to move forward.

Table Of Contents
  • Key Challenges



  • Use Gartner's Dimensions of Strategic Value for Customer Analytics to Establish an Enterprise Context on How Customer Analytics Can Support a Range of Business Objectives
  • Partner With a Business Unit to Fund and Support an IT-Led Customer Analytics Project to Demonstrate Value and Gain Support for a Centralized Initiative
  • Establish a Customer Analytics Competency Center; Assign a Leader to Drive the Initiative Forward and Work With Business Units to Identify and Implement Additional Use Cases
  • Identify Data Sources and Plan the Analytics Business Processes Needed for the Customer Analytics Initiative
  • Identify and Invest in a Portfolio of Analytics Platforms and Tools to Deliver Utility Customer Analytics Use Cases
  • Examples

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