In the post-pandemic era, customer-centricity takes precedence, fueled by rapid advances in technology and shifting customer expectations. The Energy and Utilities (E&U) industry, traditionally focused on operations and infrastructure, now faces a paradigm shift toward prioritizing personalized experiences and seamless interactions across digital channels. The rise of the digital-native customer segment further emphasizes the need for frictionless engagement at every touchpoint. To meet these evolving demands, E&U enterprises are increasingly investing in Customer Experience (CX) technologies. According to Everest Group, a majority of surveyed enterprises allocated substantial budgets to CX initiatives in 2023. Leading energy providers are prioritizing CX enhancements to fortify customer connections and stay competitive in dynamic markets.

Data and AI play vital roles in transforming customer engagement within the E&U sector. In this report, we address the challenges hindering CX enhancement, provide a strategic roadmap for navigating the evolving landscape, and highlight key use cases integrating data, AI, and CRM solutions. Additionally, guidance on effective provider selection processes ensures the successful implementation of CX strategies tailored to meet customer expectations and industry demands.

Scope

This report delves into the challenges hindering CX enhancement within the Energy and Utilities (E&U) industry, offers a strategic blueprint to navigate the evolving CX landscape, explores impactful Data + AI + CRM use cases, and provides expert guidance on vendor selection processes for effective implementation of CX initiatives.

Contents

• All geographies
• Energy and utilities industry
• The assessment is based on findings from an Everest Group survey of technology leaders from 52 enterprises with revenues > US$500 million

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