ISG Provider Lens™ report finds service
providers helped utilities build work-from-anywhere and
multichannel customer service platforms during lockdowns
The COVID-19 pandemic triggered a new round of digital
transformation at North America’s utilities, which were already
modernizing and responding to climate-change challenges, according
to a new report published today by Information Services Group (ISG)
(Nasdaq: III), a leading global technology research and advisory
firm.
The 2021 ISG Provider Lens™ Utilities Industry – Services
and Solutions report for North America finds lockdowns and
social-distancing requirements revealed new vulnerabilities in an
industry that traditionally has focused on the risks of weather and
natural disasters, the report says. In response, utilities
broadened their digital transformation efforts to strengthen supply
chains, workforce collaboration, customer service, cybersecurity
and other aspects of the business.
“Enabling remote work and improving the customer experience are
major steps in utility modernization,” said Bob Lutz, partner in
ISG’s Energy and Utilities Industry vertical. “Successful players
are making changes across the board to meet the new
challenges.”
Providers of IT and digital transformation services have helped
utilities respond to the pandemic by building agile
work-from-anywhere models with enhanced cybersecurity and service
continuity, the report says. They are also assisting in the
development of digital customer service platforms for a more
seamless multichannel customer experience that includes voice,
text, chatbots, social media and in-person contact.
As utilities reduce their dependence on fossil fuels and adopt
more wind, solar and other green sources of energy, the operating
patterns of both transmission and distribution companies and system
operators are changing, according to ISG. This requires them to
implement a whole host of new technologies for supply and demand
forecasting, situational awareness, automated demand response and
other functions. Providers of digital transformation services are
using their data management and data science expertise to help
utilities develop these capabilities.
Both power and water utilities are rapidly modernizing their
networks with smart meters, more sensors and automated outage
prediction, the report says. These overhauls also include more
advanced analytics, forecasting, modeling and optimization
technologies, along with grid resiliency programs for more robust
responses to low-probability tail events.
Modernizing customer service infrastructure is another major
challenge utilities are taking on, ISG says. Replacing customer
information systems (CIS) requires major investments of time and
capital, as well as organizational change management to foster
acceptance of the new technologies in this traditionally
conservative sector. Service providers are helping utilities carry
out these changes through training, tools, accelerators and
execution frameworks that reduce the risks of CIS
transformation.
The 2021 ISG Provider Lens™ Utilities Industry – Services
and Solutions report for North America evaluates the capabilities
of 37 providers across five quadrants: Digital Transformation
Services and Solutions – Large Accounts, Digital Transformation
Services and Solutions – Midmarket, Intelligent Business Process
Management Solutions, Next-Gen IT Services – Large Accounts, and
Next-Gen IT Services - Midmarket.
The report names Accenture, Capgemini, Cognizant, IBM, Infosys,
TCS and Wipro as Leaders in three quadrants. Atos, Birlasoft, CGI,
EXL, HCL, LTI, Tech Mahindra and WNS are named as Leaders in two
quadrants, and Alorica and Teleperformance are named as Leaders in
one quadrant each.
In addition, Conduent and Softtek are named as Rising
Stars—companies with a “promising portfolio” and “high future
potential” by ISG’s definition—in one quadrant each.
Customized versions of the report are available from Infosys,
LTI, Wipro and WNS.
The 2021 ISG Provider Lens™ Utilities Industry – Services
and Solutions report for North America is available to subscribers
or for one-time purchase on this webpage.
About ISG Provider Lens™ Research
The ISG Provider Lens™ Quadrant research series is the only
service provider evaluation of its kind to combine empirical,
data-driven research and market analysis with the real-world
experience and observations of ISG's global advisory team.
Enterprises will find a wealth of detailed data and market analysis
to help guide their selection of appropriate sourcing partners,
while ISG advisors use the reports to validate their own market
knowledge and make recommendations to ISG's enterprise clients. The
research currently covers providers offering their services
globally, across Europe, as well as in the U.S., Germany,
Switzerland, the U.K., France, the Nordics, Brazil and
Australia/New Zealand, with additional markets to be added in the
future. For more information about ISG Provider Lens research,
please visit this webpage.
A companion research series, the ISG Provider Lens Archetype
reports, offer a first-of-its-kind evaluation of providers from the
perspective of specific buyer types.
About ISG
ISG (Information Services Group) (Nasdaq: III) is a leading
global technology research and advisory firm. A trusted business
partner to more than 700 clients, including more than 75 of the
world’s top 100 enterprises, ISG is committed to helping
corporations, public sector organizations, and service and
technology providers achieve operational excellence and faster
growth. The firm specializes in digital transformation services,
including automation, cloud and data analytics; sourcing advisory;
managed governance and risk services; network carrier services;
strategy and operations design; change management; market
intelligence and technology research and analysis. Founded in 2006,
and based in Stamford, Conn., ISG employs more than 1,300
digital-ready professionals operating in more than 20 countries—a
global team known for its innovative thinking, market influence,
deep industry and technology expertise, and world-class research
and analytical capabilities based on the industry’s most
comprehensive marketplace data. For more information, visit
www.isg-one.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20210708005602/en/
Will Thoretz, ISG +1 203 517 3119 will.thoretz@isg-one.com Erik
Arvidson, Matter Communications for ISG +1 617 874 5214
isg@matternow.com
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