Global Customer Information System Market Assessment, By Offerings [Software, Services], By Deployment Mode [Cloud, On-Premises, Hybrid], By Application [Customer Data Storage and Retrieval, Billing and Payment Automation, Service Order Management, Usage Analytics and Reporting, Others], By End-user Industry [Electricity and Power Distribution Utilities, Water and Wastewater Management, Others], By Region, Opportunities and Forecast, 2018-2032F

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.

Report Attribute	Details
Base Year	2024
Forecast Period	2025-2032F
Historical Period	2018-2023
Projected Growth Rate	CAGR of 10.11% between 2024 and 2032
Revenue Forecast in 2032	USD 3.57 billion

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.

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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.

Report Scope

“Global Customer Information System Market Assessment, Opportunities and Forecast, 2018-2032F”, is a comprehensive report by Markets and Data, providing in-depth analysis and qualitative and quantitative assessment of the current state of global customer information system market, industry dynamics, and challenges. The report includes market size, segmental shares, growth trends, opportunities, and forecasts between 2025 and 2032. Additionally, the report profiles the leading players in the industry, mentioning their respective market share, business models, competitive intelligence, etc.

Report Attribute	Details
Segments Covered	Offerings, Deployment Mode, Application, End-user Industry
Regions Covered	North America, Europe, Asia-Pacific, South America and Middle East and Africa
Key Companies Profiled	Oracle Corporation, SAP SE, Hansen Technologies Limited, Insightly, Inc., Solteq Plc, Wipro Limited, IBM Corporation, CSG Systems, Inc., Inhemeter co., Ltd, Itineris NV
Customization Scope	15% free report customization with purchase
Pricing and Purchase Options	Avail the customized purchase options to fulfill your precise research needs
Delivery Format	PDF and Excel through email (subject to the license purchased)

In the report, the global customer information system market has been segmented into the following categories: 

• By Offerings
  • Software
  • Services
• By Deployment Mode
  • Cloud
  • On-premises
  • Hybrid
• By Application
  • Customer Data Storage and Retrieval
  • Billing and Payment Automation
  • Service Order Management
  • Usage Analytics and Reporting
  • Others
• By End-user Industry
  • Electricity and Power Distribution Utilities
  • Water and Wastewater Management
  • Others
• By Region
  • North America
  • Europe
  • Asia-Pacific
  • South America
  • Middle East and Africa

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.

Key Players Operating in Global Customer Information System Market are:

• Oracle Corporation
• SAP SE
• Hansen Technologies Limited
• Insightly, Inc.
• Solteq Plc
• Wipro Limited
• IBM Corporation
• CSG Systems, Inc.
• Inhemeter co., Ltd
• Itineris NV

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