Frost Radar Digital Platforms for Customer Care in Energy Utilities

This technical report presents the Frost Radar analysis of digital platforms for customer care and engagement in energy utilities, focusing on the year 2025. It outlines the strategic imperatives and growth environment for electric utilities and energy retailers, emphasizing the necessity for these organizations to adapt to evolving market conditions driven by electrification and the integration of distributed energy resources. The report details how customer care and engagement systems are central to the power retail business, highlighting the need for agility in response to changing regulations and customer expectations. It discusses the shift from legacy systems to cloud-based solutions and the importance of embracing modern software engineering principles. The report benchmarks leading industry providers, noting their transition to cloud-first solutions and the integration of advanced technologies such as machine learning and artificial intelligence. It also identifies key market trends and competitive dynamics, providing insights into the evolving landscape of customer engagement in the energy sector.