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Navigant Report

Closing the Customer Capabilities Gap

Bridging the Divide

85% of utility leaders say their organizations aren’t ready for a customer-driven future

Navigant’s most recent survey of nearly 100 utility executives revealed major gaps in utility capabilities – pointing out that although increasing customer satisfaction is by far their most important business priority, they are not confident in their ability to deliver.

The research uncovered three main findings:

  1. The widest capability gap is access to information.
  2. Utilities ramping up their capabilities tend to move through 3 stages of digital maturity.
  3. To close the capabilities gap, utilities are investing in new IT models – especially SaaS.

Utility leaders are looking to IT to help bridge this divide and know that yesterday’s technology cannot solve their problems today. Learn their exact pain points and how they are working to overcome them in the full report.

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Find out more insights on the customer capabilities gaps.

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