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TECH SUPPLIER May 2019 - IDC Survey Spotlight - Doc # EUR145047619

Should Energy Retailers Focus on CX or EX?

By: Roberta BiglianiVice President, Head of IDC Insights and IDC Future of Work Executive Lead - Europe

On-line Presentation

Abstract

This IDC Survey Spotlight analyzes utility industry data from an international survey conducted by IDC's Future of Work (FoW) Practice in November 2018. Specifically, it highlights how energy retailers, as well as vertically integrated utilities, are increasing focus on employee experience (EX) to improve customer experience (CX). It highlights what these companies are doing in the field of EX.

A total of 70 utility respondents that had senior roles across lines of business (23% of the sample), human resources (53%), and IT (24%) were interviewed for this survey.


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