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市場調查報告書

客戶經驗及管理技術:Web、客服中心、計費、停止通知技術:全球市場的分析與預測

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

出版商 Guidehouse Insights (formerly Navigant Research) 商品編碼 979685
出版日期 內容資訊 英文 27 Pages; 60 Tables, Charts & Figures
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客戶經驗及管理技術:Web、客服中心、計費、停止通知技術:全球市場的分析與預測 Market Data - Customer Experience and Management Technologies - Web, Call Center, Billing and Outage Notification Technologies: Global Analysis and Market Forecast
出版日期: 2020年12月18日內容資訊: 英文 27 Pages; 60 Tables, Charts & Figures
簡介

許多公共產業者,再次考慮與客戶的關係。從儀表向現金活動和客服中心的運用效率為中心的傳統方法,進化到包含數位技術和資料主導的決策。隨著產業開始數位轉型,公共產業為了提高價值,管理電網,提高客戶體驗,日益依賴資料與技術。

本報告提供全球客戶經驗及管理技術市場相關資料,CIS,客戶參與,使用DSM (需求端管理),及顧客營運分析的4個類別的解決方案調查,客戶經驗解決方案的市場規模,客戶經驗及管理解決方案的市場影響成長的重要要素,以顧客管理解決方案最成長的預測地區等相關分析。

目錄

第1章 摘要整理

  • 簡介
  • 市場展望

第2章 市場、技術的課題

  • 市場概要
    • 客戶參與
    • CIS
    • 需求端管理
    • 顧客營運分析
  • 市場促進因素
    • 運用成本的削減
    • 性能指標的改善
    • 顧客滿意度及客戶參與的提高
    • 收益的增加
    • 整合顧客幫助及冠狀病毒大流行預防措施
  • 市場障礙
    • 公共事業的策略性願景
    • 智慧電表的普及
    • 隱私的問題
    • 成本和系統的整合
    • 收購的複雜

第3章 市場預測

  • 簡介及預測調查手法
    • 客戶參與
    • CIS及資料分析
  • 北美
  • 歐洲
  • 亞太地區
  • 南美
  • 中東、非洲
  • 結論、建議

第4章 縮寫和簡稱的清單

第5章 目錄

第6章 圖表

第7章 調查範圍,資訊來源與調查手法,註記

目錄
Product Code: MD-CEMT-20

Many utilities are rethinking the relationship they have with their customers. The traditional approach that centered around meter-to-cash activities and call center operational efficiency has evolved to encompass digital technologies and data-driven decision-making. With the industry at the beginning of a digital transformation, utilities are becoming more dependent on technology and data to drive value, manage the grid, and improve customer experience.

Customer experience and management technologies support digital transformation for power utilities and their customers. Utilities employ these applications to engage their customers in new ways, transform traditional offerings, optimize operations, and empower employees. Evolving tools for engagement such as online, mobile, and social networks create choices for utilities that seek to meet customer expectations. Websites with sophisticated self-service capabilities, mobile applications, and online chat support are just a few of the engagement channels considered standard. Utilities that have embraced customer experience and management technology have benefitted from enhanced customer satisfaction, lower operational costs, reduced bills for customers, and a host of environmental benefits.

This Guidehouse Insights report examines the global marketplace for customer experience and management technologies with solutions in four categories: CISs, customer engagement, DSM, and customer operational analytics. The report discusses factors driving and inhibiting the projected growth of these solutions and provides details on market sizing for 2020 to 2029, segmented by region and spending category. In addition, the report offers a set of best practices for utilities and their vendor partners.

KEY QUESTIONS ADDRESSED:

  • What is the size of the customer experience solutions marketplace?
  • What are the significant factors affecting the growth of the customer experience and management solutions marketplace?
  • Which solutions within the customer experience and management marketplace will likely experience faster growth?
  • Which geographic regions are expected to show the most growth for customer management solutions?

WHO NEEDS THIS REPORT:

  • Software vendors serving utilities
  • Utilities
  • Municipal agencies
  • Cooperatives
  • Utility regulatory agencies
  • Utility consumer advocate groups
  • Cloud providers
  • Investor community

Table of Contents

1. Executive Summary

  • 1.1. Introduction
  • 1.2. Market Outlook

2. Market and Technology Issues

  • 2.1. Market Overview
    • 2.1.1. Customer Engagement
    • 2.1.2. CISs
    • 2.1.3. Demand Side Management
    • 2.1.4. Customer Operational Analytics
  • 2.2. Market Drivers
    • 2.2.1. Operational Cost Reductions
    • 2.2.2. Improved Performance Metrics
    • 2.2.3. Increased Customer Satisfaction and Customer Engagement
    • 2.2.4. Increased Revenue
    • 2.2.5. Customer Help and Alignment with Coronavirus Pandemic Precautions
  • 2.3. Market Barriers
    • 2.3.1. Strategic Vision of the Utility
    • 2.3.2. Penetration of Smart Meters
    • 2.3.3. Privacy Concerns
    • 2.3.4. Cost and Systems Integration
    • 2.3.5. Acquisition Complexity

3. Market Forecasts

  • 3.1. Introduction and Forecast Methodology
    • 3.1.1. Customer Engagement
    • 3.1.2. CIS and Data Analytics
  • 3.2. North America
  • 3.3. Europe
  • 3.4. Asia Pacific
  • 3.5. Latin America
  • 3.6. Middle East & Africa
  • 3.7. Conclusions and Recommendations

4. Acronym and Abbreviation List

5. Table of Contents

6. Table of Charts and Figures

7. Scope of Study, Sources and Methodology, Notes

LIST OF CHARTS AND FIGURES

  • Customer Operations Analytics Revenue by Region, World Markets: 2020-2029
  • Customer Engagement CAPEX Spending by Segment, North America: 2020-2029
  • Customer Engagement CAPEX Spending by Segment, Europe: 2020-2029
  • Customer Engagement CAPEX Spending by Segment, Asia Pacific: 2020-2029
  • Customer Engagement CAPEX Spending by Segment, Latin America: 2020-2029
  • Customer Engagement CAPEX Spending by Segment, Middle East & Africa: 2020-2029
  • Customer Engagement CAPEX Spending by Segment, World Markets: 2020-2029
  • CIS Revenue by Region, World Markets: 2020-2029
  • CIS Revenue by Category, World Markets: 2020-2029
  • Customer Operations Analytics Revenue by Category, World Markets: 2020-2029
  • DSM Analytics Revenue by Region, World Markets: 2020-2029
  • DSM Analytics Revenue by Category, World Markets: 2020-2029

LIST OF TABLES

  • Customer Engagement CAPEX Spending by Region, World Markets: 2020-2029
  • CIS Revenue by Region, World Markets: 2020-2029
  • Customer Engagement CAPEX Spending by Segment, World Markets: 2020-2029
  • CIS Revenue by Category, World Markets: 2020-2029
  • Customer Engagement CAPEX Spending by Type, World Markets: 2020-2029
  • Customer Engagement OPEX Spending by Segment, World Markets: 2020-2029
  • Installed Base and Penetration Rate of Electric Meters by Type, World Markets: 2020-2029
  • Customer Operations Analytics Revenue by Region, World Markets: 2020-2029
  • Customer Operations Analytics Revenue by Category, World Markets: 2020-2029
  • DSM Analytics Revenue by Region, World Markets: 2020-2029
  • DSM Analytics Revenue by Category, World Markets: 2020-2029
  • Customer Engagement CAPEX Spending by Segment, North America: 2020-2029
  • CIS Revenue by Category, North America: 2020-2029
  • Customer Engagement CAPEX Spending by Type, North America: 2020-2029
  • Customer Engagement OPEX Spending by Segment, North America: 2020-2029
  • Installed Base and Penetration Rate of Electric Meters by Type, North America: 2020-2029
  • Customer Operations Analytics Revenue by Category, North America: 2020-2029
  • DSM Analytics Revenue by Category, North America: 2020-2029
  • Customer Engagement CAPEX Spending by Segment, Europe: 2020-2029
  • CIS Revenue by Category, Europe: 2020-2029
  • Customer Engagement CAPEX Spending by Type, Europe: 2020-2029
  • Customer Engagement OPEX Spending by Segment, Europe: 2020-2029
  • Installed Base and Penetration Rate of Electric Meters by Type, Europe: 2020-2029
  • Customer Operations Analytics Revenue by Category, Europe: 2020-2029
  • DSM Analytics Revenue by Category, Europe: 2020-2029
  • Customer Engagement CAPEX Spending by Segment, Asia Pacific: 2020-2029
  • CIS Revenue by Category, Asia Pacific: 2020-2029
  • Customer Engagement CAPEX Spending by Type, Asia Pacific: 2020-2029
  • Customer Engagement OPEX Spending by Segment, Asia Pacific: 2020-2029
  • Installed Base and Penetration Rate of Electric Meters by Type, Asia Pacific: 2020-2029
  • Customer Operations Analytics Revenue by Category, Asia Pacific: 2020-2029
  • DSM Analytics Revenue by Category, Asia Pacific: 2020-2029
  • Customer Engagement CAPEX Spending by Segment, Latin America: 2020-2029
  • CIS Revenue by Category, Latin America: 2020-2029
  • Customer Engagement CAPEX Spending by Type, Latin America: 2020-2029
  • Customer Engagement OPEX Spending by Segment, Latin America: 2020-2029
  • Installed Base and Penetration Rate of Electric Meters by Type, Latin America: 2020-2029
  • Customer Operations Analytics Revenue by Category, Latin America: 2020-2029
  • DSM Analytics Revenue by Category, Latin America: 2020-2029
  • Customer Engagement CAPEX Spending by Segment, Middle East & Africa: 2020-2029
  • CIS Revenue by Category, Middle East & Africa: 2020-2029
  • Customer Engagement CAPEX Spending by Type, Middle East & Africa: 2020-2029
  • Customer Engagement OPEX Spending by Segment, Middle East & Africa: 2020-2029
  • Installed Base and Penetration Rate of Electric Meters by Type, Middle East & Africa: 2020-2029
  • Customer Operations Analytics Revenue by Category, Middle East & Africa: 2020-2029
  • DSM Analytics Revenue by Category, Middle East & Africa: 2020-2029
  • Examples of Digital Transformation Capabilities for Utilities
  • Key Customer Engagement Solutions by Segment