TECH SUPPLIER May 2020 - IDC Survey - Doc # EUR146335120

The Customer Journey as a Compass for a Successful Customer Experience Strategy: The State of Play of CX in Utilities — A Multi-Survey Report

By: Marco PittalisSenior Research Analyst

On-line Presentation


This IDC Survey examines customer experience (CX) through the customer journey lens. Building on key findings from the landmark IDC European Tech and Industry Pulse Survey 2019 Utilities, this report expands the utilities perspective leveraging additional insights from the following:

  • IDC DX Future Enterprise Survey, 2019 Utilities
  • IDC IoT Decision Maker Survey 2019 Utilities/Energy Europe
  • IDC AI Global Survey, 2019 Utilities

The report analyzes data of European and worldwide utilities.

This presentation focuses on key utilities' business priorities for the next 12 months, key CX strategy priorities and challenges, customer journey phases and utility-customer touchpoints, artificial intelligence (AI) and Internet-of-Things (IoT) applications enabling the CX strategy, customer data, customer consent, and digital trust.


  • 32 slides

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