Double-digit percentage switching rates in the customer base have become standard. Established utilities in particular are coming under increasing pressure because agile start-ups and providers from outside the industry are stirring up the market with digital channels and customized offers. Against this background, it is essential that many utilities modernize their IT structures immediately and use targeted measures to counteract the development of churn. What are the key issues here? And how can they get solved? 10 experienced specialists from the energy industry and other sectors have contributed to this Expert Guide.