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市場調查報告書

客戶管理技術、客戶體驗技術的全球市場分析、預測

Customer Management and Experience Technologies - Web, Call Center, Billing and Outage Notification Technologies: Global Analysis and Market Forecasts

出版商 Navigant Research 商品編碼 563415
出版日期 內容資訊 英文 62 Pages; 60 Tables, Charts & Figures
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客戶管理技術、客戶體驗技術的全球市場分析、預測 Customer Management and Experience Technologies - Web, Call Center, Billing and Outage Notification Technologies: Global Analysis and Market Forecasts
出版日期: 2017年10月06日內容資訊: 英文 62 Pages; 60 Tables, Charts & Figures
簡介

全球客戶管理技術、客戶體驗技術的市場規模,預計從2017年的約36億美元到2026年擴大到52億美元以上。

關注 本報告以全球客戶管理技術、客戶體驗技術市場為研究主題,提供網站,客服中心,計費及停電通知等客戶體驗的改善為目的之 主要4個應用、技術分析,各地區、技術市場區隔、種類、分類的市場預測,主要供應商簡介,及公共事業發展的案例研究等。

第1章 摘要整理

第2章 市場課題

  • 簡介
  • 市場成長的促進要素
  • 市場課題

第3章 技術課題

  • 簡介
  • 客戶資訊系統
  • 多通路
  • 網站
  • 客服中心、計費
  • 停電時的通訊
  • 分析、商業智慧

第4章 主要企業

  • Aclara
  • AutoGrid
  • Bidgely
  • Comverge (Itron)
  • EnergySavvy
  • FirstFuel
  • KUBRA
  • Nexant
  • MeterGenius
  • ONZO
  • Oracle (Opower)
  • SAP
  • Simple Energy
  • SolarCity
  • Tendril
  • Trilliant

第5章 市場預測

  • 簡介、預測手法
    • 客戶參與
    • CIS及資料分析
  • 北美
  • 歐洲
  • 亞太地區
  • 南美
  • 中東、非洲

第6章 結論、建議

  • 簡介
  • 最佳業務實踐的建議

第7章 縮寫、簡稱清單

第8章 目錄

第9章 圖表

第10章 調查範圍、來源、手法、註記

圖表清單

目錄
Product Code: MO-CET-17

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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