ISG Launches In-Depth Research Study on Power and Utilities Service Providers to Support Industry’s Digital and Sustainable Transformation
The Information Services Group (ISG), a leading global technology research and advisory firm with a strong focus on artificial intelligence (AI) and digital transformation, has officially launched a major research initiative aimed at assessing the performance and capabilities of service and solution providers supporting the power and utilities sector. This new study comes at a time of accelerated transformation in the industry, driven by increasing regulatory demands, ambitious decarbonization targets, and the rising expectations of digitally savvy customers.
The research is part of ISG’s renowned ISG Provider Lens® series, and the findings will be published in an upcoming comprehensive set of reports titled “Power & Utilities Industry — Services and Solutions.” These reports are scheduled for release in January 2026 and will provide a detailed evaluation of vendors delivering key services to power and utility companies, including process and customer experience management, enterprise asset management, grid modernization, and digital transformation consulting.
Supporting the Energy Transition: A Data-Driven Guide for Enterprise Buyers
ISG’s new research study is designed to support enterprises navigating a complex transition in the energy landscape. The power and utilities industry is facing mounting challenges — from integrating renewable energy and improving operational efficiency, to deploying cutting-edge customer engagement tools and building more resilient infrastructure. These shifts are not only strategic but necessary for companies aiming to reach net-zero emissions and comply with evolving regulatory standards.
By analyzing the strengths and capabilities of service providers across various solution areas, ISG aims to equip industry decision-makers with actionable insights to guide sourcing decisions and optimize vendor engagements. Enterprises will be able to use the Provider Lens reports to:
- Benchmark their current vendors’ performance and innovation
- Identify new service providers aligned with their strategic objectives
- Discover emerging solutions and technology trends shaping the industry
- Make informed procurement decisions in areas such as IT modernization, customer engagement, and asset lifecycle management
Simultaneously, ISG’s own advisory teams will utilize the research to offer clients tailored recommendations, ensuring that buy-side organizations are partnering with vendors best suited to their business models, risk profiles, and innovation strategies.
Addressing the Sector’s Biggest Pain Points with Smart Solutions
According to Iain Fisher, Director at ISG and a leader in the firm’s energy sector research, the power and utilities industry is at a critical juncture:
“The sector is facing a wide range of challenges, including regulatory demands and evolving customer expectations. Leveraging AI and carrying out technology upgrades, such as cloud migrations, are crucial to ensuring grid resilience and operational efficiency.”
ISG’s new study will dive deep into how providers are helping utilities respond to several defining trends, including:
- Grid modernization: Supporting aging infrastructure with intelligent systems that enable better energy distribution and resilience.
- Digital customer experience (CX): Deploying omnichannel engagement tools, AI-powered analytics, and real-time information systems to meet rising consumer expectations.
- Renewable energy integration: Facilitating the adoption and management of solar, wind, and other low-carbon technologies within energy portfolios.
- Decarbonization and electrification: Enabling net-zero roadmaps through the deployment of EV infrastructure, energy storage, and sustainable grid solutions.
- Advanced analytics and AI: Using predictive maintenance, load forecasting, and optimization models to drive down operational costs and increase reliability.
- Cybersecurity and compliance: Helping utilities navigate a complex risk landscape while staying in line with new government regulations and ESG mandates.
Research Methodology: Four Strategic Quadrants
The ISG study will leverage its proven quadrant-based evaluation methodology, developed through decades of advisory experience with global enterprises. ISG has already distributed surveys to over 150 service and solution providers operating in the global power and utilities industry. These vendors are being assessed in four specific quadrants, each representing a major domain of enterprise demand:
1. Process and Customer Experience Management
This quadrant will evaluate vendors offering advanced intelligent process management, customer relationship management (CRM), billing systems, and customer engagement platforms. These solutions are critical to meeting the needs of modern utility customers, who demand responsive, personalized, and accessible service experiences. The assessment will focus on how well providers use AI, automation, and analytics to enhance efficiency and satisfaction.
2. Enterprise Asset Management
Vendors in this category offer services related to asset lifecycle management, predictive maintenance, and remote monitoring. These capabilities are increasingly essential as utilities strive to extend the lifespan of critical infrastructure while minimizing downtime. The study will assess how effectively vendors leverage technologies such as Internet of Things (IoT), blockchain, and digital twins to manage distributed physical assets across vast networks.
3. Smart Metering and Grid Modernization
This quadrant addresses providers that support utilities in the transition toward digital, intelligent grid systems. These vendors offer solutions that include smart meters, demand-side response tools, and distributed energy resource (DER) integration. The evaluation will focus on reliability, scalability, and the potential to enable real-time energy management and cost savings through technology upgrades.
4. Technology, Transformation, and Consulting
Firms in this category are assessed based on their capacity to design and implement complex transformation strategies. This includes IT modernization, cloud migration, and enterprise architecture services. Key capabilities will include the ability to manage large-scale change initiatives, integrate AI/ML solutions, and support strategic transitions toward future-ready utility operating models.
Global Scope with Regional Focus
While the research will reflect a global market perspective, the reports will include specific insights into two key regions: Europe and North America. Each regional study will take into account local regulatory contexts, infrastructure maturity, and market-specific innovation trends.
- Swadhin Pradhan will serve as lead analyst for the North America-focused reports.
- Harish B will author the European editions, offering regional insights and vendor comparisons tailored to the unique dynamics of EU energy markets.
Both analysts bring years of experience in evaluating digital solutions within heavy infrastructure sectors, ensuring the reports are grounded in practical relevance and strategic foresight.
Enhancing the Research with Enterprise Experience Data
In keeping with ISG’s latest methodology enhancements, the 2025 Power & Utilities reports will include expanded customer experience (CX) data. This feedback-driven component of the research integrates real-world insights from enterprise buyers who have worked directly with the providers under review.
CX data points—such as responsiveness, value for money, service innovation, and implementation success—will be used to complement ISG’s technical evaluations, offering a more holistic picture of each vendor’s strengths and challenges.
ISG encourages enterprises to contribute their perspectives through an online survey. Those who participate by sharing their experience with specific vendors will receive a complimentary copy of the final report, ensuring their voice helps shape the industry’s future while gaining access to strategic insights.
