The emergence of new digital technologies such as smart metering and smart home, along with the increased reach of mobile connectivity, is playing a major role in transforming the way utilities interact with their customers. This revolution is being led by a new generation of customers – people who begin their day with a smartphone in their hands.

As a result, utilities have to deal with a challenging market and regulatory environment, and also with changing customer preferences and behaviour. To do so, they need to rethink their customer strategy, transform their business models, redesign and streamline their business processes, and build a more flexible, agile and integrated application infrastructure.