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
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.