Cybersecurity, Consumer Analytics, Omnichannel and Digital Field Operations Among the Top Utilities Trends

Posted: Thursday 22nd March 2018

An Infosys research report titled, Digital Outlook for the Utilities Industry, highlights how digital technologies deployed at organisations are improving existing operations, solving new problems, and creating new opportunities. The research polled IT and business decision makers in the utilities sector as part of a global survey to discover the opportunities presented by new digital technologies.

Key findings from the report:

According to the utility companies surveyed, improved cyber security (66 percent), consumer analytics (54 percent), omnichannel customer engagement (51 percent), and digital field operations (51 percent) are the most commonly reported trends for the next three years which will make a positive impact on their organisation.

Cyber security (70 percent), enterprise cloud (66 percent), and big data analytics (63 percent) are the three digital technologies being utilised the most by utility companies today.

Utility providers plan to invest in digital technologies in the coming 12 months. Omnichannel strategies are being invested in by most companies (69 percent) who consider it a trend for the coming three years. Sixty-one percent of the respondent organisations have invested in cyber security and 50 percent in customer analytics.

A majority of respondents said that their organisation could improve both existing skills (80 percent) and technologies (85 percent) in preparation for implementing the top trends over the next three years; budget was a problem for 45 percent of the companies in the survey.




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December 2018

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