The emergence of new digital technologies, such as smart metering and smart home, and the increased reach of mobile connectivity are playing a major role in transforming the manner in which 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. In order to face the challenging market and regulatory environments and the changing customer preferences and behavior, Utilities 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.
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