As the energy transition accelerates and customer expectations evolve, utility providers must rethink how they engage and serve residential, industrial and prosumer audiences.

The IDC Info Snapshot, sponsored by CGI, explores how utilities are adapting—moving beyond static billing and reactive service to deliver seamless, personalized digital experiences. From AI-driven automation and smart self-service to real-time energy insights and new energy-as-a-service models, utilities are under pressure to modernize the customer journey end-to-end.

This snapshot highlights key IDC research showing where utilities are investing: digitizing customer operations, offering tailored energy advice and enabling decarbonization and electrification through flexible, scalable services.

With fewer than 50% of consumers currently finding basic energy tasks easy to complete, and many B2B clients struggling to measure sustainability outcomes, the opportunity for transformation is clear.

CGI supports utilities worldwide by applying AI, data and automation to close this expectation gap—modernizing platforms and empowering smarter, faster service delivery.

Download the full IDC Info Snapshot to learn how utilities are driving customer-centric transformation in a changing energy world.