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市場調查報告書

客戶經驗分析的全球市場 - 分析與預測:顧客見解,顧客市場區隔,及宣傳活動管理分析

Customer Experience Analytics - Customer Insights, Customer Segmentation, and Campaign Management Analytics: Global Market Analysis and Forecasts

出版商 Guidehouse Insights (formerly Navigant Research) 商品編碼 825192
出版日期 內容資訊 英文 36 Pages; 17 Tables, Charts & Figures
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客戶經驗分析的全球市場 - 分析與預測:顧客見解,顧客市場區隔,及宣傳活動管理分析 Customer Experience Analytics - Customer Insights, Customer Segmentation, and Campaign Management Analytics: Global Market Analysis and Forecasts
出版日期: 2019年04月18日內容資訊: 英文 36 Pages; 17 Tables, Charts & Figures
簡介

本報告涵括全球公共事業產業上客戶經驗 (CX) 分析市場,提供促進CX分析引進的競爭,法規壓力,及擁有結構相關的討論,轉移到能源雲端 - 尤其是從能源供給轉換到能源服務經營模式帶來的破壞的相關分析,各類型、地區的全球市場的預測,機會與課題等相關資訊彙整。

第1章 摘要整理

第2章 市場課題

  • 顧客聯繫效率的改善
  • 對公共事業的客戶經驗 (CX) 效能的法規監視的強化
  • 能源轉換
  • 能源服務競爭加劇
  • 新的客戶關係

第3章 技術課題

  • CX性能指標的監視
  • RPA改善CX效率的
  • NPS
  • 大規模IT計劃的CX風險的減輕
  • 市場區隔分析
  • VoC分析的考察的改善
  • Alliant Energy/Vision Critical的案例研究
  • Red Energy/SAS的案例研究

第4章 市場預測

  • 全球市場
  • 北美
  • 歐洲
  • 亞太地區

第5章 結論、建議

  • 為了管理變化的客戶的要求而利用分析
  • 合作夥伴的選擇
  • 避開筒倉化
  • 競爭激烈的NPS考量套組
  • 對能源雲端的準備
目錄
Product Code: MF-CEA-19

The utility industry cannot be considered a pioneer in the customer experience (CX) field, and for good reason. Electricity providers' brand awareness is low compared with many other industries. For decades, electricity was regarded as a commodity that was taken for granted by most customers, and electricity providers were rarely noticed until something went wrong-primarily through a billing error or power outage. Though customers have little engagement with the energy they use, the electricity industry is essential to modern life.

Electricity markets began the slow path to liberalization at the turn of the century. Many markets-Europe, Australia, Japan, and a handful of US states-now allow customers to choose their electricity provider. Unsurprisingly, these markets have many active and mature CX programs. However, CX is by far the preserve of competitive markets. Worldwide energy price increases over the past 15 years have brought utility bills sharply into focus. Customers have long been questioning the industry's approach to customer service in the context of interminable rate rises.

This Navigant Research report discusses how competition, regulatory pressure, and ownership structures have been significant drivers for adoption of CX analytics. The study analyzes the disruption that comes with the transition to the Energy Cloud, particularly in the shift of business models from energy supply to energy services. Global market forecasts, segmented by CX type and region, extend through 2028. The report examines CX analytics opportunities and technology obstacles to bring much needed clarity to future business model development.

Key Questions Addressed:

  • Why are customer experience (CX) analytics important to utilities?
  • What is driving CX analytics adoption?
  • How does CX differ from customer engagement?
  • How is CX adoption different in competitive and vertically integrated markets?
  • What best practices should utilities adopt when deploying CX analytics?

Who Needs This Report:

  • Utilities and energy suppliers
  • IT vendors
  • Analytics vendors
  • CX specialists
  • Consultants
  • Regulators
  • Energy service providers
  • Investor community

Table of Contents

1. Executive Summary

  • 1.1. Introduction
  • 1.2. Market Drivers and Direction

2. Market Issues

  • 2.1. Customer Contact Efficiency Improvements
  • 2.2. Increased Regulatory Scrutiny of Utility CX Performance
  • 2.3. The Energy Transition
  • 2.4. Increased Competition for Energy Services
  • 2.5. New Customer Relationships

3. Technology Issues

  • 3.1. Monitor CX Performance Metrics
  • 3.2. Improve CX Efficiency with RPA
  • 3.3. NPS
  • 3.4. Mitigate CX Risks in Large-Scale IT Projects
  • 3.5. Segmentation Analysis
    • 3.5.1. Segmentation Analysis Is Maturing
    • 3.5.2. Understanding Different Kinds of Customer
  • 3.6. Improve Insights with VoC Analysis
  • 3.7. Alliant Energy/Vision Critical Case Study
  • 3.8. Red Energy/SAS Case Study

4. Market Forecasts

  • 4.1. Global Markets
  • 4.2. North America
  • 4.3. Europe
  • 4.4. Asia Pacific

5. Conclusions and Recommendations

  • 5.1. Use Analytics to Manage Changing Customer Requirements
  • 5.2. Partner Selection
  • 5.3. Avoid Siloing
  • 5.4. Competitive NPS Mindset
  • 5.5. Energy Cloud Preparation

List of Charts and Figures

  • Utility Industry Incumbents Are Increasingly Facing Competition From Disruptors
  • Energy Cloud Products and Services Will Be Built On Multiple Technologies
  • Residential Energy Cloud Business Models
  • Commercial and Industrial (C&I) Customer Energy Cloud Business Models
  • C&I Customer Energy Cloud Business Models
  • Customer Effort Interactions by Industry, 2018
  • Annual Utility Residential Energy and Non-Energy Solutions Revenue by Solution, World Markets: 2018-2027
  • Customer Experience Analytics Revenue by Segment, World Markets: 2019-2028
  • Customer Experience Analytics Revenue by Region, World Markets: 2019-2028
  • Customer Experience Analytics Revenue by Segment, North America: 2019-2028
  • Customer Experience Analytics Revenue by Segment, Europe: 2019-2028
  • Customer Experience Analytics Revenue by Segment, Asia Pacific: 2019-2028

List of Tables

  • Customer Experience Analytics Revenue by Segment, World Markets: 2019-2028
  • Customer Experience Analytics Revenue by Region, World Markets: 2019-2028
  • Customer Experience Analytics Revenue by Segment, North America: 2019-2028

6. Acronym and Abbreviation List

7. Table of Contents

8. Table of Charts and Figures

9. Scope of Study, Sources and Methodology, Notes