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封面
市场调查报告书
商品编码
1610982

能源产业的CX成长机会（2024-2025）

CX Growth Opportunities in the Energy Industry 2024 to 2025
出版日期: | 出版商: Frost & Sullivan | 英文 43 Pages | 商品交期: 最快1-2个工作天内

价格
简介目录

客户观点

本研究的主要目标是确定各产业客服中心环境中互动管道、应用程式和解决方案的采用计划并了解购买趋势。我们也调查影响产品选择的因素。

我们调查了跨业务线的客服中心决策者和采购决策影响者，包括 CXO、董事总经理、所有者、高阶管理层、中阶管理人员等。

调查对象国家包括澳洲/纽西兰、巴西、德国、印度、墨西哥、菲律宾、英国和美国。

来自 85 家能源相关企业的参与决策者包括：

  • 能源生产者
  • 能源销售公司
  • 石油和天然气公司
  • 可再生能源公司
  • 核能公司
  • 电力公司
  • 瓦斯公司
  • 加油站
  • 自来水公司
  • 废弃物处理公司

生成式人工智慧（Gen AI）对于能源组织的数位策略至关重要。重点是跨越后勤部门和前台的招募案例。基于对话式人工智慧的产品已经涌入市场，以解决提供者的倦怠问题。重点是利用各种人工智慧模型来应对不同的挑战。

能源产业客服中心组织到 2024 年的首要目标是提高品牌知名度、提高客户忠诚度、实施人工智慧技术以改善员工体验 (EX) 和客户体验 (CX)，以及增加人才获取和保留等。

最重要的 CX 优先事项是建立客户信任和确保安全。

不到 20% 的组织拥有全通路客户旅程，客户期望与积极的客户体验之间存在巨大差距。

还包括来自着名技术提供者的案例研究。

Frost & Sullivan 的 CX 研究实践提供了一种 360 度观点的综合方法：

  • 成长机会分析：客服中心、CX 管理、云端 CcaaS（联络中心即服务）、客服中心市场评估、北美/拉丁美洲/欧洲/亚太地区分析、国家分析
  • 策略洞察：生成式人工智慧、内容审核、全球采购、客户体验中的物联网、大趋势、行动顾客关怀、近岸外包和境外外包、主动式顾客关怀、客户体验安全、技术支援的外包解决方案、产业洞察、员工敬业度管理
  • 客户研究：客户调查、Frost Mindxchanges 活动、产业洞察、CX 客户委员会
  • 竞争基准化分析：Frost Radar、最佳实践奖、购买者指南

目录

调查方法

  • 综合方法提供 360 度观点
  • 客户研究的目的和调查方法
  • 受访者简介

影响 CX 的能源趋势

  • 能源趋势将如何影响 CX 提供者？

2024 年客服中心决策者调查主要结果

  • 2024 年客服中心决策者调查主要结果

投资重点与关键决策因素

  • 大多数企业利用数位管道，但语音仍占主导地位
  • 品牌认知与顾客忠诚度是能源的首要任务
  • 客户信任在客服中心环境中仍然很重要
  • 客户服务和安全是采购决策的首要标准

透过人工智慧实施实现座席优化和自助服务优势

  • 生成式人工智慧的采用范围不断扩大，公司期望加强客户体验流程
  • 跨客服中心解决方案套件的人工智慧投资
  • 能源公司在采用对话式人工智慧方面落后

协作打造无缝客户旅程

  • 超过 80% 的能源公司缺乏全通路客户旅程
  • 为什么能源公司想要整合 UCaaS 和 CCaaS

案例研究

  • Ygrene 提高了 Five9 的稳定性并添加了 IVR 和 IVA
  • Northumbrian Water 透过 Genesys Cloud重新运作其 CX 方法
  • Severn Trent Water 与 NICE 合作部署云端基础的劳动力管理

能源产业趋势与预测

  • 2024年主要能源趋势
  • 能源产业的区域前景
  • 2024 年的热门预测
  • 2024年至2025年关注的主要技术

附录

  • 成长机会推动Growth Pipeline Engine（TM）
  • 为什么成长如此困难？
  • The Strategic Imperative 8（TM）

附录与后续步骤

  • 成长机会的好处和影响
  • 下一步
  • 附件清单
  • 免责声明
简介目录
Product Code: KB0F-76

Customer Perspectives

The primary goals of this study are to determine implementation plans of interaction channels, applications, and solutions in the contact center environment across industries and to understand purchase trends. It also investigates the factors that influence product selection.

Decision-makers and purchase decision influencers of contact centers were surveyed across business functions including CXOs, managing directors, and Owners, senior management, middle management, and others.

Countries include Australia/New Zealand, Brazil, Germany, India, Mexico, Philippines, U.K, and United States.

Decision makers from the 85 energy organizations such as:

  • Energy producers
  • Energy distributors
  • Oil & gas companies
  • Renewable energy companies
  • Nuclear energy enterprises
  • Electricity utilities
  • Gas utilities
  • Gas stations
  • Water utilities
  • Waste Management Companies

Generative Artificial Intelligence (Gen AI) will be integral to a energy organization's digital strategy. The focus will be on adoption across back and front office use cases. Conversational AI-based products flooded the market to address provider burnout. The focus was on utilizing different AI models to tackle diverse challenges.

Top energy contact center organization goals in 2024 include improving brand awareness, customer loyalty, deploying AI technologies to improve employee experience (EX) and customer experience (CX), and attracting and retaining talent.

The most significant CX Priorities are building customer trust and ensuring security.

Less than 20% of organizations deliver omnichannel customer journeys, leaving a huge gap between customer expectations and positive customer experiences.

Cases studies are included from prominent technology providers.

The CX research practice at Frost & Sullivan provides an integrated approach with a 360-degree perspective, including:

  • Growth Opportunity Analysis: contact center systems, CX management, cloud contact center as a service, contact center market assessment, regional cuts for North and Latin America, Europe, and APAC, as well as country-level analysis.
  • Strategic Insights: Gen AI; content moderation; global sourcing: internet of things in CX; megatrends; mobile customer care; near and off shoring; proactive customer care; security in CX; technology-enabled outsourced solutions; vertical insights; and workforce engagement management.
  • Customer Research: customer survey; Frost Mindxchanges events; vertical insights; and CX client council;
  • Competitive Benchmarking: Frost Radars; Best Practices Awards; and Buyers Guides.

Table of Contents

Research Methodology

  • An Integrated Approach Provides a 360-Degree Perspective
  • Research Objectives and Methodology of Customer Survey
  • Respondent Profile

Energy Trends that Impact CX

  • How will Energy Trends Affect CX Providers?

Key Findings from the 2024 Contact Center Decision-Maker Survey

  • Key Findings from the 2024 Contact Center Decision-Maker Survey

Investment Priorities & Critical Decision-Making Factors

  • Most Companies Leverage Digital Channels, but Voice Still Reigns
  • Brand Awareness and Customer Loyalty are Top Priorities for Energy
  • Customer Trust Remains the Key in the Contact Center Environment
  • Customer Care and Security Lead the Buying Decision Criteria

Benefits of AI Infusion for Agent Optimization and Self-Service

  • Gen AI Adoption Grows; Companies Expect it to Enhance Several CX Processes
  • AI Investments Across the Contact Center Solution Suite
  • Energy Companies Fall Behind in Conversational AI Adoption

Seamless Customer Journeys Collaboration

  • Over 80% of Energy Organizations Lack of an Omnichannel Customer Journey
  • Why Energy Companies Want UCaaS and CCaaS Integrated

Case Studies

  • Ygrene Improves Stability and adds IVR and IVA with Five9
  • Northumbrian Water reinvigorates its CX approach with Genesys Cloud
  • Severn Trent Water Embraces Cloud-based Workforce Management with NICE

Energy Industry Trends and Predictions

  • Key Energy Trends in 2024
  • Energy Industry: Regional Outlooks
  • Top Predictions for 2024
  • Main Technologies to Watch in the 2024-2025

Appendix

  • Growth Opportunities Fuel the Growth Pipeline Engine™
  • Why Is It Increasingly Difficult to Grow?
  • The Strategic Imperative 8™

Appendix & Next Steps

  • Benefits and Impacts of Growth Opportunities
  • Next Steps
  • List of Exhibits
  • Legal Disclaimer