Customer Management and Experience Technologies

Web, Call Center, Billing, and Outage Notification Technologies:
Global Analysis and Market Forecasts

Utilities today are facing the most competitive environment that the electric power industry has ever seen. They are facing regulatory disruption, stagnant load growth, financial pressures, and competition from distributed generation (i.e., solar) and other third-party service providers. At the same time, their customers have come to expect a service experience that is on par with other industry leaders like Amazon, Google, Netflix, and Uber.

Utility customers are becoming more proactive and are expecting more insight into energy usage. The days of a once-a-month bill have morphed into potentially ongoing conversations and numerous points of contact that utilities need to embrace and exploit. Changing tools for engagement such as online, mobile, and social networks create a myriad of choices for utilities that seek to meet current customer expectations. Websites with sophisticated self-service capabilities, mobile applications, and online chat support are just a few of the engagement channels now considered standard. Investment is growing as utilities adapt to these evolving customer expectations and explore new technologies aimed at improving the customer experience. According to Navigant Research, global customer engagement spending is expected to grow from approximately $3.6 billion in 2017 to over $5.2 billion in 2026.

This Navigant Research report 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.

Key Questions Addressed:
  • What are the primary applications and capabilities being leveraged by electric utilities to improve the customer experience?
  • What factors are helping to drive the market for customer engagement solutions?
  • What factors are inhibiting the market potential of customer engagement solutions?
  • What are the most important trends in the customer engagement space today?
  • How large will the market for customer engagement solutions grow and which global regions are growing the fastest?
Who needs this report?
  • Utilities and grid operators
  • Customer engagement software vendors and service providers
  • Smart grid vendors and service providers
  • Non-utility providers
  • Systems integrators
  • Government agencies
  • Research community
  • Investor community

Table of Contents

1. Executive Summary

1.1   Introduction

1.2   Market Segmentation

1.3   Market Forecast

2. Market Issues

2.1   Introduction

2.2   Market Drivers

2.2.1   Changing Utility-Customer Relationship

2.2.2   Growing Penetration of Smart Devices

2.2.3   Changing Demographics

2.2.4   Deregulated Markets

2.2.5   Growth in Managed Service Offerings

2.2.6   Growing Penetration of Self-Generation

2.2.7   Increasing DSM/Energy Efficiency Goals and Regulatory Pressure

2.2.8   Competition from Non-Utility Players

2.3   Market Challenges

2.3.1   Traditional Ratemaking Structure

2.3.2   Lack of Customer Motivation

2.3.3   Traditional Utility Mindset

2.3.4   Daunting Technology Choices

2.3.5   Customer Privacy Concerns

2.3.6   Capabilities Gap

3. Technology Issues

3.1   Introduction

3.2   Customer Information Systems

3.2.1   Application Integration

3.3   Multi-Channel

3.3.1   Digital Transactions

3.3.2   Mobile Applications

3.3.3   Proactive Alerts and Notifications

3.3.4   Preference Management

3.4   Web

3.4.1   Targeted Web Marketing

3.4.2   Social Media Management

3.4.3   Digital Marketplace

3.4.4   Case Study: Con Ed – Website Overhaul

3.5   Call Center and Billing

3.5.1   Customer Segmentation and Personalization

3.5.2   Contact Center Next Best Action

3.5.3   360° View of Customer

3.6   Outage Communications

3.6.1   Case Study: Avista Utilities – Outage Map

3.6.2   Case Study: CenterPoint Energy – Outage Communications

3.7   Analytics and Business Intelligence

3.7.1   Background

3.7.2   Analytics to the Cloud

3.7.3   Customer Operations Analytics

3.7.4   Demand-Side Analytics

3.7.5   Case Study: SMUD – Customer Analytics

4. Key Industry Players

4.1   Aclara

4.2   AutoGrid

4.3   Bidgely

4.4   Comverge (Itron)

4.5   EnergySavvy

4.6   FirstFuel

4.7   KUBRA

4.8   Nexant

4.9   MeterGenius

4.10   ONZO

4.11   Oracle (Opower)

4.12   SAP

4.13   Simple Energy

4.14   SolarCity

4.15   Tendril

4.16   Trilliant

5. Market Forecasts

5.1   Introduction and Forecast Methodology

5.1.1   Customer Engagement

5.1.2   CIS and Data Analytics

5.2   North America

5.3   Europe

5.4   Asia Pacific

5.5   Latin America

5.6   Middle East & Africa

6. Conclusions and Recommendations

6.1   Introduction

6.2   Recommended Best Practices

7. Acronym and Abbreviation List
8. Table of Contents
9. Table of Charts and Figures
10. Scope of Study, Sources and Methodology, Notes

List of Charts and Figures

  • Digital Customer Experience Stages of Maturity
  • Customer Engagement CAPEX Spending by Region, World Markets: 2017-2026
  • Customer Engagement CAPEX Spending by Segment, North America: 2017-2026
  • Customer Engagement CAPEX Spending by Segment, Europe: 2017-2026
  • Customer Engagement CAPEX Spending by Segment, Asia Pacific: 2017-2026
  • Customer Engagement CAPEX Spending by Segment, Latin America: 2017-2026
  • Customer Engagement CAPEX Spending by Segment, Middle East & Africa: 2017-2026
  • Customer Engagement CAPEX Spending by Segment, World Markets: 2017-2026
  • Customer Information System Revenue by Region, World Markets: 2017-2026
  • Customer Information System Revenue by Category, World Markets: 2017-2026
  • Customer Operations Analytics Revenue by Region, World Markets: 2017-2026
  • Customer Operations Analytics Revenue by Category, World Markets: 2017-2026
  • Demand-Side Management Analytics Revenue by Region, World Markets: 2017-2026
  • Demand-Side Management Analytics Revenue by Category, World Markets: 2017-2026

List of Tables

  • Customer Engagement CAPEX Spending by Region, World Markets: 2017-2026
  • Customer Information System Revenue by Region, World Markets: 2017-2026
  • Customer Engagement CAPEX Spending by Segment, World Markets: 2017-2026
  • Customer Information System Revenue by Category, World Markets: 2017-2026
  • Customer Engagement CAPEX Spending by Type, World Markets: 2017-2026
  • Customer Engagement OPEX Spending by Segment, World Markets: 2017-2026
  • Installed Base and Penetration Rate of Electric Meters by Type, World Markets: 2017-2026
  • Customer Operations Analytics Revenue by Region, World Markets: 2017-2026
  • Customer Operations Analytics Revenue by Category, World Markets: 2017-2026
  • Demand-Side Management Analytics Revenue by Region, World Markets: 2017-2026
  • Demand-Side Management Analytics Revenue by Category, World Markets: 2017-2026
  • Customer Engagement CAPEX Spending by Segment, North America: 2017-2026
  • Customer Information System Revenue by Category, North America: 2017-2026
  • Customer Engagement CAPEX Spending by Type, North America: 2017-2026
  • Customer Engagement OPEX Spending by Segment, North America: 2017-2026
  • Installed Base and Penetration Rate of Electric Meters by Type, North America: 2017-2026
  • Customer Operations Analytics Revenue by Category, North America: 2017-2026
  • Demand-Side Management Analytics Revenue by Category, North America: 2017-2026
  • Customer Engagement CAPEX Spending by Segment, Europe: 2017-2026
  • Customer Information System Revenue by Category, Europe: 2017-2026
  • Customer Engagement CAPEX Spending by Type, Europe: 2017-2026
  • Customer Engagement OPEX Spending by Segment, Europe: 2017-2026
  • Installed Base and Penetration Rate of Electric Meters by Type, Europe: 2017-2026
  • Customer Operations Analytics Revenue by Category, Europe: 2017-2026
  • Demand-Side Management Analytics Revenue by Category, Europe: 2017-2026
  • Customer Engagement CAPEX Spending by Segment, Asia Pacific: 2017-2026
  • Customer Information System Revenue by Category, Asia Pacific: 2017-2026
  • Customer Engagement CAPEX Spending by Type, Asia Pacific: 2017-2026
  • Customer Engagement OPEX Spending by Segment, Asia Pacific: 2017-2026
  • Installed Base and Penetration Rate of Electric Meters by Type, Asia Pacific: 2017-2026
  • Customer Operations Analytics Revenue by Category, Asia Pacific: 2017-2026
  • Demand-Side Management Analytics Revenue by Category, Asia Pacific: 2017-2026
  • Customer Engagement CAPEX Spending by Segment, Latin America: 2017-2026
  • Customer Information System Revenue by Category, Latin America: 2017-2026
  • Customer Engagement CAPEX Spending by Type, Latin America: 2017-2026
  • Customer Engagement OPEX Spending by Segment, Latin America: 2017-2026
  • Installed Base and Penetration Rate of Electric Meters by Type, Latin America: 2017-2026
  • Customer Operations Analytics Revenue by Category, Latin America: 2017-2026
  • Demand-Side Management Analytics Revenue by Category, Latin America: 2017-2026
  • Customer Engagement CAPEX Spending by Segment, Middle East & Africa: 2017-2026
  • Customer Information System Revenue by Category, Middle East & Africa: 2017-2026
  • Customer Engagement CAPEX Spending by Type, Middle East & Africa: 2017-2026
  • Customer Engagement OPEX Spending by Segment, Middle East & Africa: 2017-2026
  • Installed Base and Penetration Rate of Electric Meters by Type, Middle East & Africa: 2017-2026
  • Customer Operations Analytics Revenue by Category, Middle East & Africa: 2017-2026
  • Demand-Side Management Analytics Revenue by Category, Middle East & Africa: 2017-2026

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