"WNS combines platform-agnostic expertise with context-driven CoEs across CX, technical and digital domains. European utilities benefit from end-to-end value chain experience."
Harish B
WNS, part of Capgemini has been recognized as a ‘Leader’ in the Process and Customer Experience Management quadrant of the ISG Provider Lens® Power & Utilities Industry — Services and Solutions 2025, Europe. The recognition highlights WNS’ strengths in AI-driven process and customer experience management, analytics-led transformation and scalable service delivery across the utilities value chain. ISG acknowledges WNS’ proprietary CX platforms, accredited workforce training models and predictive analytics capabilities that help European utilities improve operational efficiency, strengthen regulatory compliance and enhance customer engagement in a rapidly evolving energy landscape.
Why ISG Recognized WNS as a Leader in Power & Utilities Services
ISG evaluates power and utilities services providers on their ability to deliver measurable operational impact, industry depth and future-ready transformation capabilities. In its 2025 assessment, ISG recognized WNS for its strong regional presence in Europe, deep utilities domain expertise and ability to support complex, regulated operations at scale. WNS’ integrated approach across process, CX, analytics and technology enables utilities to address operational challenges while advancing long-term transformation agendas.
Addressing Europe’s Power & Utilities Transformation Challenges
European utilities are navigating a convergence of grid modernization, decarbonization mandates, regulatory complexity and rising customer experience expectations. Volatility in renewable generation, increasing capital requirements for infrastructure upgrades and heightened compliance demands require utilities to operate with greater agility and data-driven precision. ISG highlights the growing role of service providers in helping utilities modernize operations, manage risk and deliver reliable, affordable and sustainable energy across Europe.
AI-driven Process and Customer Experience Management for Utilities
ISG recognizes WNS for its ability to deliver AI-led operational transformation across core utilities processes, including process and customer experience management, meter-to-cash operations and customer information systems. By embedding AI and analytics into day-to-day operations, WNS helps utilities improve service consistency, accelerate issue resolution and support increasingly digital customer journeys across electricity, gas and water segments.
Gen AI-powered CX Platforms and Analytics-led Transformation
WNS’ proprietary platforms form a central pillar of its utilities transformation strategy. ISG specifically highlights platforms such as EXPiRiUS, Utility MAITE, DSite and Fathom+, which enable scalable omni-channel engagement, analytics-led CX optimization and predictive operational insights. These platforms support automated and assisted experiences, workforce engagement, quality management and cross-channel analytics, helping utilities break down data silos and operate with greater transparency and control.
Measurable Business Outcomes for European Utilities
According to ISG, WNS’ analytics-led and AI-enabled approach helps utilities achieve tangible operational benefits, including:
- Improved churn prediction and customer retention
- Faster outage resolution and service recovery
- Greater CX consistency across regions and channels
- Reduced cost-to-serve through intelligent automation and process optimization
These outcome-oriented capabilities underpin WNS’ positioning as a leader in intelligent utility operations.
Download the Full ISG Provider Lens® Power & Utilities 2025 Report