target audience: TECH BUYER  Publication date: Jun 2021 - Document type: IDC MarketScape - Doc  Document number: # US46154220

IDC MarketScape: Worldwide Customer Experience Management 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 providers of CXM software to utilities worldwide. It analyzes vendors' capabilities, strategies, and comparative success in the marketplace. It also 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 help utilities and energy retailers decide on their current or future CXM 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.

"Driven by utilities' aspiration to become customer centric, CXM solution providers have enhanced their offerings in the space to differentiate and become more competitive. Solution providers have embedded industry specific functionalities for marketing, sales, commerce, service, customer data, profiling and analytics, and customer engagement out of the box," said Jean-Fran├žois Segalotto, associate research director, IDC Energy Insights. "Solution performance is also increasingly improved, with more mature AI functionality unleashing intelligent, personalized, and digital-first customer service. Finally, solution providers' ability to deliver omni-channel experiences is maturing with the aim of delivering unified contact centers."


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