세계 고객 정보 시스템 시장 규모는 2025년부터 2032년까지 예측 기간 동안 10.11%의 연평균 복합 성장률(CAGR)을 보일 것으로 예측되며, 2024년 16억 5,000만 달러에서 2032년에는 35억 7,000만 달러에 달할 것으로 예측됩니다.
세계 고객 정보 시스템(CIS) 시장은 유틸리티 분야의 디지털화 진전과 효율적인 고객 데이터 관리에 대한 수요 증가로 인해 강력한 성장세를 보이고 있습니다. 클라우드 컴퓨팅, AI, 스마트그리드 기술의 발전으로 서비스 제공의 고도화, 청구 정확도 향상, 고객 참여 강화가 가능해지면서 도입이 가속화되고 있습니다.
이 시장의 성장은 에너지 및 유틸리티 기업들이 첨단 인프라와 서비스 모델로 전환하면서 고객과의 상호작용, 사용량 및 청구 정보를 중앙에서 관리해야 할 필요성이 크게 증가하고 있기 때문입니다. 이러한 변화는 디지털 통신 도구, 스마트 계량기, 전자 청구 시스템 등을 통해 생성되는 소비자 정보 증가로 인해 더욱 가속화되고 있습니다.
또한, 클라우드, AI, 애널리틱스 등의 신기술 도입이 CIS 플랫폼의 진화를 가속화하고 있습니다. 이러한 기술들은 실시간 데이터 모니터링, 예측적 유지보수, 고객 대응의 개별 최적화를 가능하게 하여 서비스 제공의 효율성과 고객 만족도 향상으로 이어지고 있습니다. 또한, 더 나은 고객 경험을 제공하기 위해 기업 간 파트너십도 발전하고 있습니다. 예를 들어, 2024년 9월 KUBRA는 Advanced Utility Systems와 제휴하여 KUBRA의 고객 경험 관리 기능을 Advanced Utility Systems의 'Infinity CIS'에 통합했습니다. 이번 통합을 통해 유틸리티 업계의 고객 서비스 운영을 보다 효과적으로 최적화할 수 있을 것으로 기대됩니다.
조사에 따르면, 스마트 그리드 기술과 온라인 청구 시스템의 보급이 향후 세계 시장에서 CIS 수요의 대폭적인 확대를 뒷받침하는 요인이 될 것으로 예측됩니다. 이러한 시스템들은 유틸리티 회사들의 내부 효율성을 향상시킬 뿐만 아니라, 사용자들에게도 전력 소비 및 청구서에 대한 투명성과 접근성을 향상시킬 수 있는 기회를 제공합니다.
세계의 고객 정보 시스템(Customer Information System) 시장을 조사했으며, 시장 정의와 개요, 시장 규모 동향과 예측, 각종 분류별 상세 분석, 산업 구조, 시장 성장 촉진요인 분석, 경쟁 구도, 주요 기업 개요 등의 정보를 정리하여 전해드립니다.
Global customer information system market is projected to witness a CAGR of 10.11% during the forecast period 2025-2032, growing from USD 1.65 billion in 2024 to USD 3.57 billion in 2032. The global customer information system market is experiencing strong growth due to increasing digitalization in the utility sector and the rising demand for efficient customer data management. Advancements in cloud computing, AI, and smart grid technologies are further driving adoption, enabling utilities to enhance service delivery, billing accuracy, and customer engagement.
The global customer information system market is witnessing growth as energy companies and utilities move towards sophisticated infrastructure and service models, and the need for centralized systems to manage customer interactions, usage, and bill data has increased tremendously. This transformation is being fueled by the growing volume of consumer information that gets generated through digital communication tools, smart meters, and electronic billing systems.
Apart from that, new technologies such as cloud, AI, and analytics are also increasingly defining CIS platforms. These technologies allow utilities to monitor data in real-time, have predictive maintenance, and tailor customer interactions and thereby help streamline the delivery of services and customer satisfaction. Furthermore, companies in the market are announcing partnerships to offer better customer experience. For instance, in September 2024, KUBRA partnered with Advanced Utility Systems to enhance customer experience. Through this partnership, KUBRA's customer experience management offerings are integrated with Advanced Utility Systems' Infinity CIS to optimize utility customer service operations more effectively.
Research also indicates that the adoption of smart grid technologies and online billing systems will support significant CIS demand growth in global markets. These systems not only bring greater internal efficiency for utilities but also provide end-users with greater transparency and access to their consumption and bills.
Rising Demand for Efficient Utility Customer Management Drives Global Market Growth
The growing requirement for effective utility customer management is one of the major drivers for the global customer information system (CIS) market growth. As smart meters, dynamic pricing, and real-time monitoring become more widespread among utilities, such as electricity, water, and gas, utility firms require sophisticated systems capable of managing massive amounts of customer data, billing, and service requests. Contemporary CIS facilitates smooth interchange of diverse channels, enhances customer interaction, and simplifies business operations by providing a single platform, such customer information system for storage of data, analysis, and communication with customers, driving the global customer information system market demand.
Companies must also enhance customer satisfaction while ensuring compliance with regulatory requirements. CIS (Customer Information System) solutions meet demands by enabling personalized customer interactions, automated billing, efficient complaint resolution, and streamlined power outage management. Data openness is also promoted by the systems, which is critical in customer trust development. For example, in March 2025, Cisco Systems, Inc. introduced agentic AI solutions in Webex, an American subsidiary of Cisco, to enhance customer and employee experiences. These innovations include the Webex AI Agent, which offers 24/7 self-service with natural, human-like interactions, and the Cisco AI Assistant for Webex Contact Center, designed to improve agent and customer service experience.
Increasing Need for Omni-Channel Customer Engagement Fuels Global Market
The growing demand for omnichannel customer engagement is a key driver of the global Customer Information System (CIS) market. As consumers expect seamless interactions across digital, mobile, and traditional platforms, utility companies are adopting advanced CIS solutions to deliver unified, personalized experiences while improving efficiency and compliance. Another one of the most significant factors for growth in the customer information system (CIS) market is the increasing stringency of regulatory demands and compliance systems, particularly in the energy and utility sectors. Utilities are being increasingly mandated to provide high levels of data transparency, precise billing, energy consumption reporting, and anonymity of the customer. Such regulatory demands are making companies invest in advanced CIS platforms that can offer regulatory compliance as well as improving operational efficiency.
CIS enables utilities to manage evolving requirements by consolidating customer data, automating billing processes, generating complaints, and offering an auditable trail for every customer transaction. For instance, in May 2024, Hansen Technologies led an AI-enabled catalyst project with technology partners such as Amazon Web Services (AWS), NTT Data, AwareX, and Prodapt. The initiative aims to drive digital transformation across the telecommunications sector through the deployment of AI to enhance operational efficiency and customer experience.
Cloud Segment Dominates the Global Customer Information System Market Shares
Cloud-based solutions hold the biggest market share in the Customer Information System (CIS) market due to their scalability, affordability, and enablement of real-time data access and seamless customer interaction. With digital-first operations increasingly on the rise, cloud-based CIS solutions offer a flexible solution that dismisses the use of outdated IT infrastructure and enables businesses to scale in top gear without incurring high maintenance.
Cloud-based solutions enable faster deployment, remote accessibility, and enhanced data security-essential features for industries such as utilities, telecommunications, and banking, which manage vast customer bases and highly sensitive information. Moreover, integration with other cloud-native apps such as CRM, billing, and analytics platforms allows organizations to deliver customized and timely customer experiences. For instance, in September 2024, Oracle Corporation and Google LLC (Google Cloud) stated that Oracle Database services are now generally available on Oracle Cloud Infrastructure (OCI) running natively in Google Cloud data centers. The multi-cloud partnership enables customers to simplify cloud migration and innovate faster through services such as Vertex AI and Oracle Database 23ai. This cloud-based CIS solution has been adopted by several prominent utility providers to maximize business responsiveness and customer satisfaction. As cloud computing, cybersecurity, and the integration of AI keep advancing, the cloud-based CIS sector continues to rule the market, innovate, and provide greater value to organizations seeking future-proof customer management systems.
North America Dominates the Global Customer Information System Market
North America is the dominating region in the Customer Information System (CIS) market due to swift digitalization across businesses, high usage of innovative technologies, and a tight emphasis on customer-centric delivery of services. The region has well-developed utility, telecommunications, and energy industries that depend on sound customer management solutions to manage billing, service requests, and analytics effectively.
The United States and Canada lead the market, driven by progressive regulations, significant smart grid investments, and growing demand for real-time customer engagement and data transparency. Additionally, the region's focus on upgrading legacy systems and moving to cloud-based platforms continues to drive CIS adoption. For example, in August 2023, IBM Corporation reported that it completed its purchase of Apptio Inc., a technology business management software company. The acquisition is anticipated to reinforce IBM's IT automation offerings with high-end capabilities in resource optimization, observability, and application management for clients. North America's advanced technological infrastructure and innovation-focused approach position it as the global leader in the Customer Information System (CIS) market, outpacing other regions.
Impact of U.S. Tariffs on Global Customer Information System Market
The implementation of U.S. tariffs has significantly influenced the global customer information system market. While software itself remains untaxed, increased duties on imported hardware such as servers, network devices, and IoT components have raised infrastructure costs for CIS providers. These added expenses are often transferred to end-users, making system deployment more costly for utility companies and service organizations. Additionally, the tariffs have disrupted international supply chains, leading to hardware shortages and delayed deployments. Vendors are shifting towards localized production, improving software optimization to reduce hardware reliance, and introducing more flexible, cost-efficient deployment models. These strategic adjustments are helping companies maintain adoption momentum and navigate the market challenges caused by ongoing trade policies.
Key Players Landscape and Outlook
The global customer information system market is characterized by a blend of old-guard technology leaders and emerging niche players, which makes the market moderately consolidated. Simultaneously, niche players focus on specific utility segments and deliver customized solutions for specific industry requirements. Innovation and strategic alliances are the watchword in this market. Strategic acquisition is also being witnessed in the industry to expand capabilities and access markets. For instance, in September 2024, Oracle Corporation launched Oracle Energy and Water Data Intelligence, which is a data unification, analytics, and artificial intelligence platform for utility applications. The solution features pre-configured, industry-specific knowledge and enables utilities to make quick and improved decisions by orchestrating the bring-together of data from Oracle and third-party sources.
In the future, the CIS marketplace is poised to expand with increasing demand for cloud-based, integrated offerings that offer scalability, real-time analytics, and enhanced customer relationships. As regulation becomes more demanding and customers' expectations evolve, vendors that can deliver agile, secure, and innovative offerings will be well-placed to take advantage of developing opportunities.
All segments will be provided for all regions and countries covered
Companies mentioned above DO NOT hold any order as per market share and can be changed as per information available during research work.