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
|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||
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。
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.