CX Growth Opportunities in the Energy Industry 2024 to 2025

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.