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New study reveals $117 million customer experience analytics market

June 10, 2019 / smart-energy

Stuart Ravens, principal research analyst with Navigant Research, said: “There is an incredible amount of uncertainty among utility incumbents about what products and services to develop for the future electricity customer. “By investing in CX analytics and applying insights into business processes, utilities and electricity suppliers can make great strides to build products and services around customers’ future requirements and bring much needed clarity to future business model development.” Customer experience is increasing its importance, as the energy cloud transition shifts energy supply to energy services.Electricity was taken for granted by most customers and providers rarely noticed until something went wrong e.g. a billing error or power outage. This has changed