Global Customer Engagement Spending by Utilities Is Expected to Exceed $5 Billion in 2026

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

A new report from Navigant Research analyzes the market for utility customer engagement solutions across the web, call center, billing, and outage notification segments, providing forecasts through 2026.

Today’s electric utility customers expect more insight into their energy usage, as well as a service experience on par with that of 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. Click to tweet: According to a new report from @NavigantRSRCH, global customer engagement spending is expected to grow from approximately $3.6 billion in 2017 to over $5.2 billion in 2026.

“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.”

Websites with sophisticated self-service capabilities, mobile applications, and online chat support are just a few of the engagement channels now considered standard, according to the report. 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 several utility deployment case studies. An Executive Summary of the report is available for free download on the Navigant Research website.

Contact: Lindsay Funicello-Paul

+1.781.270.8456

lindsay.funicello.paul@navigant.com

* The information contained in this press release concerning the report, Customer Management and Experience Technologies, is a summary and reflects Navigant Research’s current expectations based on market data and trend analysis. Market predictions and expectations are inherently uncertain and actual results may differ materially from those contained in this press release or the report. Please refer to the full report for a complete understanding of the assumptions underlying the report’s conclusions and the methodologies used to create the report. Neither Navigant Research nor Navigant undertakes any obligation to update any of the information contained in this press release or the report.

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