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Swedish utilities; utility customer
Smart Energy  
10 November 2017

Utility customer engagement spending to exceed $5bn

Websites with self-service capabilities, mobile applications, and online chat support are just a few of the utility customer engagement channels now considered standard

A new report analyses the market for utility customer engagement solutions across the web, call center, billing, and outage notification segments, providing forecasts into sector growth through 2026.

According to the report, by Navigant Research, utility customers expect more insight into their energy usage, as well as a service experience on par with retail or consumer industry leaders such as Amazon, Google, Netflix, and Uber.

Changing tools for engagement, such as online, mobile, and social networks, are helping utilities to meet those expectations in the face of the most competitive environment that the electric power industry has ever experienced.

“Engaging customers used to entail sending a monthly energy bill, dealing with high bill complaints, and finding resolutions for customers experiencing power outages,” says Michael Kelly, research analyst with Navigant Research.

“Today, utilities must work to engage customers proactively through multiple channels—and for multiple purposes.”

New standard in utility customer engagement

Self-service capabilities through web applications, mobile applications, and online chat support are just a few of the engagement channels now considered standard, the report states. Investment and support from senior utility leadership is growing as utilities adapt to evolving customer expectations and explore new technologies aimed at improving the customer experience.

The report, Customer Management and Experience Technologies, examines the drivers and challenges related to customer engagement solutions. The study focuses on four key segments for applications and technologies aimed at improving the customer experience: web, call center, billing, and outage notification. Global market forecasts, segmented by region, technology segment, type, and category, extend through 2026. The report also provides in-depth profiles of key vendors in the customer engagement market and examines

There is a specific focus on four key elements for applications and technologies, each aimed at improving the customer experience: web, call center, billing, and outage notification.

Global market forecasts, segmented by region, technology segment, type, and category, extend through 2026. The report also provides in-depth profiles of key vendors in the customer engagement market and examines several utility deployment case studies.

An Executive Summary of the report is available for free download on the Navigant Research website.

 

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