Utilities are investing in digital customer engagement solutions, in order to improve customer satisfaction or net promoter scores (NPS) in competitive markets, lower customer effort scores (CES), enhance customer lifetime value, and lower the cost to serve.
Solution providers are responding to these needs by offering a growing stack of functionalities that support end-to-end omni-channel customer engagement, covering usage analytics and similar-home comparison, leak detection, high-bill alerts, personalized saving advice, behavioral demand response, and behind-the-meter optimization.
The new IDC MarketScape: Worldwide Digital Customer Engagement Solutions for Utilities 2021 Vendor Assessment (IDC # US46149620, June 2021) analyzes vendors' capabilities, strategies, and comparative success in the marketplace. It also looks at how their products and services will evolve, providing metrics and context to utilities evaluating potential technology partners in this solution area.
IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of ICT suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor’s position within a given market. The Capabilities score measures vendor product, go-to-market and business execution in the short-term. The Strategy score measures alignment of vendor strategies with customer requirements in a 3-5-year timeframe. Vendor market share is represented by the size of the icons.