Gartner Research

Four Steps for Utilities to Increase Digital Customer Engagement

Published: 21 July 2016

ID: G00310298

Analyst(s): Mick MacComascaigh , Chet Geschickter


Improving utility customer experience is becoming a key strategic initiative for utilities, garnering executive attention and support. CIOs should follow Gartner's four-step process to identify infrastructure technologies for engaging utility customers in digital channels.

Table Of Contents
  • Key Challenges



  • 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

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