Abstract

This IDC MarketScape evaluates leading service providers by performing a qualitative and quantitative assessment of their capabilities and strategy strategies with regards to providers in their offerings around with respect to customer experience in the utility sector. The report has a worldwide perspective and aims to support utilities and energy retailers in choosing their partners for CX transformation. It provides context for utilities evaluating vendors in this area, examines vendors' comparative success in the marketplace, and looks at how vendor offerings will evolve. The evaluation is based on a comprehensive and rigorous framework that assesses vendors against criteria that highlight the most influential factors for success in this market, both in the short and long term.

"In competitive and regulated energy markets around the world, utilities have spent the past 20 years moving past customers being mere rate payers or delivery points. The most progressive companies in the business provide digital experiences that live up to their customers' expectations for personalization, rewarding experiences and convenience/simplicity," said Gaia Gallotti, associate research director, IDC Energy Insights. "However, with the bar of customer expectations being constantly raised by customer-centricity champions outside the industry, even the most capable of utilities cannot stand still."

Coverage