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Apr 2016 - IDC MarketScape - Doc # US40130216

IDC MarketScape: Worldwide Customer Experience Management Solutions for Utilities 2016 Vendor Assessment

Authors: Roberta Bigliani, Jean-Fran├žois Segalotto, Gaia Gallotti
Abstract

This IDC Energy Insights study evaluates providers of CXM software to utilities worldwide by leveraging the IDC MarketScape vendor assessment tool. It analyzes vendors' capabilities, strategies, and comparative success in the marketplace. It looks at how their products and services will evolve, providing metrics and context to utilities evaluating potential technology partners in this solution area. The evaluation is based on a comprehensive and rigorous framework that assesses vendors relative to the criteria and highlights the most influential factors for success in this market, both in the short and long term.

"For utilities, offering a digital omni-experience is both a critical source of new customers and a way to reduce the cost to acquire, serve, and retain them. Ultimately, it is a pillar of digital transformation as utilities gradually adapt to customer expectations that are set in more digitally mature industries," said Jean-Fran├žois Segalotto, senior research analyst, IDC Energy Insights. "Vendors are responding by embedding increasingly rich customer engagement functionality in utility business systems and ensuring their customer experience management solutions meet industry-specific processes."

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