Utility Customer Information System (CIS) Software Market Report 2026

The utility customer information system (cis) software market size has grown strongly in recent years. It will grow from $2.26 billion in 2025 to $2.46 billion in 2026 at a compound annual growth rate (CAGR) of 8.8%. The growth in the historic period can be attributed to expansion of utility digitalization initiatives, increasing customer base of utility providers, early adoption of automated billing systems, growth of regulatory reporting requirements, rising focus on customer service efficiency.

The utility customer information system (cis) software market size is expected to see strong growth in the next few years. It will grow to $3.42 billion in 2030 at a compound annual growth rate (CAGR) of 8.6%. The growth in the forecast period can be attributed to increasing investments in smart grid infrastructure, growing demand for real-time billing solutions, expansion of ai-driven customer service tools, rising cybersecurity requirements, increasing adoption of integrated utility software platforms. Major trends in the forecast period include increasing adoption of cloud-based cis platforms, rising integration with smart metering systems, growing use of data analytics for customer insights, expansion of omnichannel customer engagement tools, enhanced focus on billing accuracy and automation.

The growing adoption of digital solutions is expected to drive the expansion of the utility customer information system (CIS) software market in the coming years. Digital solutions - including software, platforms, and cloud services - enable organizations to automate, optimize, and manage business processes more efficiently. Their adoption is increasing due to the operational benefits they provide, such as automating manual tasks, reducing errors, and improving accuracy and cost-effectiveness in day-to-day operations. Utility CIS software supports these digital initiatives by centralizing customer data, automating billing and service processes, and integrating with cloud platforms to enhance real-time decision-making and customer engagement. For example, in March 2025, the Office for National Statistics (ONS), a UK-based statistical institute, reported that AI adoption among firms was projected to increase from 9% in 2023 to 22% in 2024. Therefore, the growing use of digital solutions is propelling the growth of the utility CIS software market.

Key players in the market are leveraging AI advancements to modernize customer experience in the utility sector. AI-driven innovations, such as virtual agents, enhance self-service capabilities, deliver personalized customer interactions, and reduce support costs while improving service efficiency and satisfaction. AI-powered virtual agents use artificial intelligence to simulate human-like interactions, allowing customers to access instant, personalized support without human assistance. For instance, in April 2025, Hansen Technologies Limited, an Australia-based provider of billing, CIS, and customer experience software for utilities, launched next-generation AI-powered CIS solutions at the IUCX 2025 conference in Phoenix, Arizona. The company introduced innovations including a GenAI-powered Virtual Agent and an enhanced Self-Service Portal, designed to help utilities elevate customer experience, streamline operations, reduce operational expenses, and support broader digital transformation initiatives.

In September 2024, KUBRA Data Transfer Ltd., a Canada-based customer experience management company, partnered with Advanced Utility Systems to integrate KUBRA’s digital billing, payment, and customer communication technologies. This collaboration aims to enhance utility customer service efficiency, streamline billing and payment processes, and provide a seamless, user-centric experience. Advanced Utility Systems, a Canada-based provider of the Infinity Customer Information System (CIS), supports electric, water, and gas utilities with advanced tools for customer management, billing, and service delivery, helping utilities optimize operations and engage customers more effectively.

Major companies operating in the utility customer information system (cis) software market are Oracle Corporation, SAP SE, IBM Corporation, Schneider Electric SE, Salesforce Inc, Accenture plc, Cognizant Technology Solutions Corporation, Infosys Limited, Wipro Limited, Capgemini SE, National Information Solutions Cooperative NISC, Hansen Technologies Limited, VertexOne LLC, Gentrack Group Limited, Fluentgrid Limited, Open International, Itineris, Advanced Utility Systems, Cogsdale Corporation, Itineris UMAX Solutions.

North America was the largest region in the utility customer information system (CIS) software market in 2025. The regions covered in the utility customer information system (cis) software market report are Asia-Pacific, South East Asia, Western Europe, Eastern Europe, North America, South America, Middle East, Africa. The countries covered in the utility customer information system (cis) software market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Taiwan, Russia, South Korea, UK, USA, Canada, Italy, Spain.

The utility customer information system (CIS) software market consists of revenues earned by entities by providing services such as implementation, system integration, consulting, support and maintenance, training, data migration, managed services, customization, cloud hosting, upgrade and modernization, testing, customer analytics services, and technical support. The market value includes the value of related goods sold by the service provider or included within the service offering. Only goods and services traded between entities or sold to end consumers are included.

The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD unless otherwise specified).

The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products.

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