- What is the size of the customer experience solutions marketplace?
- What are the significant factors affecting the growth of the customer experience and management solutions marketplace?
- Which solutions within the customer experience and management marketplace will likely experience faster growth?
- Which geographic regions are expected to show the most growth for customer management solutions?
4Q 2020
Market Data: Customer Experience and Management Technologies
Web, Call Center, Billing, and Outage Notification Technologies: Global Analysis and Market Forecasts
Many utilities are rethinking the relationship they have with their customers. The traditional approach that centered around meter-to-cash activities and call center operational efficiency has evolved to encompass digital technologies and data-driven decision-making. With the industry at the beginning of a digital transformation, utilities are becoming more dependent on technology and data to drive value, manage the grid, and improve customer experience.
Customer experience and management technologies support digital transformation for power utilities and their customers. Utilities employ these applications to engage their customers in new ways, transform traditional offerings, optimize operations, and empower employees. Evolving tools for engagement such as online, mobile, and social networks create choices for utilities that seek to meet customer expectations. Websites with sophisticated self-service capabilities, mobile applications, and online chat support are just a few of the engagement channels considered standard. Utilities that have embraced customer experience and management technology have benefitted from enhanced customer satisfaction, lower operational costs, reduced bills for customers, and a host of environmental benefits.
This Guidehouse Insights report examines the global marketplace for customer experience and management technologies with solutions in four categories: CISs, customer engagement, DSM, and customer operational analytics. The report discusses factors driving and inhibiting the projected growth of these solutions and provides details on market sizing for 2020 to 2029, segmented by region and spending category. In addition, the report offers a set of best practices for utilities and their vendor partners.
Pages
27
Tables | Charts | Figures
60
Key Questions Addressed
Who Needs This Report
- Software vendors serving utilities
- Utilities
- Municipal agencies
- Cooperatives
- Utility regulatory agencies
- Utility consumer advocate groups
- Cloud providers
- Investor community
Table Of Contents
1. Executive Summary
1.1 Introduction
1.2 Market Outlook
2. Market and Technology Issues
2.1 Market Overview
2.1.1 Customer Engagement
2.1.2 CISs
2.1.3 Demand Side Management
2.1.4 Customer Operational Analytics
2.2 Market Drivers
2.2.1 Operational Cost Reductions
2.2.2 Improved Performance Metrics
2.2.3 Increased Customer Satisfaction and Customer Engagement
2.2.4 Increased Revenue
2.2.5 Customer Help and Alignment with Coronavirus Pandemic Precautions
2.3 Market Barriers
2.3.1 Strategic Vision of the Utility
2.3.2 Penetration of Smart Meters
2.3.3 Privacy Concerns
2.3.4 Cost and Systems Integration
2.3.5 Acquisition Complexity
3. Market Forecasts
3.1 Introduction and Forecast Methodology
3.1.1 Customer Engagement
3.1.2 CIS and Data Analytics
3.2 North America
3.3 Europe
3.4 Asia Pacific
3.5 Latin America
3.6 Middle East & Africa
3.7 Conclusions and Recommendations
4. Acronym and Abbreviation List
5. Table of Contents
6. Table of Charts and Figures
7. Scope of Study, Sources and Methodology, Notes
List of Charts and Figures
- Customer Operations Analytics Revenue by Region, World Markets: 2020-2029
- Customer Engagement CAPEX Spending by Segment, North America: 2020-2029
- Customer Engagement CAPEX Spending by Segment, Europe: 2020-2029
- Customer Engagement CAPEX Spending by Segment, Asia Pacific: 2020-2029
- Customer Engagement CAPEX Spending by Segment, Latin America: 2020-2029
- Customer Engagement CAPEX Spending by Segment, Middle East & Africa: 2020-2029
- Customer Engagement CAPEX Spending by Segment, World Markets: 2020-2029
- CIS Revenue by Region, World Markets: 2020-2029
- CIS Revenue by Category, World Markets: 2020-2029
- Customer Operations Analytics Revenue by Category, World Markets: 2020-2029
- DSM Analytics Revenue by Region, World Markets: 2020-2029
- DSM Analytics Revenue by Category, World Markets: 2020-2029
List of Tables
- Customer Engagement CAPEX Spending by Region, World Markets: 2020-2029
- CIS Revenue by Region, World Markets: 2020-2029
- Customer Engagement CAPEX Spending by Segment, World Markets: 2020-2029
- CIS Revenue by Category, World Markets: 2020-2029
- Customer Engagement CAPEX Spending by Type, World Markets: 2020-2029
- Customer Engagement OPEX Spending by Segment, World Markets: 2020-2029
- Installed Base and Penetration Rate of Electric Meters by Type, World Markets: 2020-2029
- Customer Operations Analytics Revenue by Region, World Markets: 2020-2029
- Customer Operations Analytics Revenue by Category, World Markets: 2020-2029
- DSM Analytics Revenue by Region, World Markets: 2020-2029
- DSM Analytics Revenue by Category, World Markets: 2020-2029
- Customer Engagement CAPEX Spending by Segment, North America: 2020-2029
- CIS Revenue by Category, North America: 2020-2029
- Customer Engagement CAPEX Spending by Type, North America: 2020-2029
- Customer Engagement OPEX Spending by Segment, North America: 2020-2029
- Installed Base and Penetration Rate of Electric Meters by Type, North America: 2020-2029
- Customer Operations Analytics Revenue by Category, North America: 2020-2029
- DSM Analytics Revenue by Category, North America: 2020-2029
- Customer Engagement CAPEX Spending by Segment, Europe: 2020-2029
- CIS Revenue by Category, Europe: 2020-2029
- Customer Engagement CAPEX Spending by Type, Europe: 2020-2029
- Customer Engagement OPEX Spending by Segment, Europe: 2020-2029
- Installed Base and Penetration Rate of Electric Meters by Type, Europe: 2020-2029
- Customer Operations Analytics Revenue by Category, Europe: 2020-2029
- DSM Analytics Revenue by Category, Europe: 2020-2029
- Customer Engagement CAPEX Spending by Segment, Asia Pacific: 2020-2029
- CIS Revenue by Category, Asia Pacific: 2020-2029
- Customer Engagement CAPEX Spending by Type, Asia Pacific: 2020-2029
- Customer Engagement OPEX Spending by Segment, Asia Pacific: 2020-2029
- Installed Base and Penetration Rate of Electric Meters by Type, Asia Pacific: 2020-2029
- Customer Operations Analytics Revenue by Category, Asia Pacific: 2020-2029
- DSM Analytics Revenue by Category, Asia Pacific: 2020-2029
- Customer Engagement CAPEX Spending by Segment, Latin America: 2020-2029
- CIS Revenue by Category, Latin America: 2020-2029
- Customer Engagement CAPEX Spending by Type, Latin America: 2020-2029
- Customer Engagement OPEX Spending by Segment, Latin America: 2020-2029
- Installed Base and Penetration Rate of Electric Meters by Type, Latin America: 2020-2029
- Customer Operations Analytics Revenue by Category, Latin America: 2020-2029
- DSM Analytics Revenue by Category, Latin America: 2020-2029
- Customer Engagement CAPEX Spending by Segment, Middle East & Africa: 2020-2029
- CIS Revenue by Category, Middle East & Africa: 2020-2029
- Customer Engagement CAPEX Spending by Type, Middle East & Africa: 2020-2029
- Customer Engagement OPEX Spending by Segment, Middle East & Africa: 2020-2029
- Installed Base and Penetration Rate of Electric Meters by Type, Middle East & Africa: 2020-2029
- Customer Operations Analytics Revenue by Category, Middle East & Africa: 2020-2029
- DSM Analytics Revenue by Category, Middle East & Africa: 2020-2029
- Examples of Digital Transformation Capabilities for Utilities
- Key Customer Engagement Solutions by Segment
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