target audience: TECH BUYER  Publication date: Jun 2021 - Document type: IDC MarketScape - Doc  Document number: # US46149620

IDC MarketScape: Worldwide Digital Customer Engagement Solutions for Utilities 2021 Vendor Assessment


  • Gaia Gallotti Loading
  • Jean-Fran├žois Segalotto Loading
  • Gaurav Verma Loading


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This IDC MarketScape assesses evaluates providers of digital customer engagement software to utilities worldwide. 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. It aims to aid utilities and energy retailers decide on their current or future customer engagement implementations and assists vendors in deepening their understanding of the competitive landscape. 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.

"With the aim of becoming trusted energy advisors, energy retailers around the world are actively seeking to engage their customers by providing personalized, meaningful, and valuable experiences. For such a niche market, a rather large group of solution providers are playing the field of digital customer engagement, each carving out its space with unique combinations of functionalities and market plays," said Gaia Gallotti, associate research director, IDC Energy Insights. "Utilities will need to dig deep in understanding their customers' major pain points and what is most important to them to prioritize their digital customer engagement investments, as there is a wide breadth of functionalities for descriptive, diagnostic, predictive, prescriptive, and ecosystem engagement."


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