查看購物車
  • Simplified Chinese
  • English
  • Japanese
封面
市場調查報告書
商品編碼
1610982

能源產業的CX成長機會（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個工作天內

價格
簡介目錄

客戶觀點

本研究的主要目標是確定各產業客服中心環境中互動管道、應用程式和解決方案的採用計劃並了解購買趨勢。也調查影響產品選擇的因素。

調查了跨業務線的客服中心決策者和採購決策影響者，包括 CXO、常務董事、所有者、高階管理層、中階管理人員等。

調查對象國家包括澳洲/紐西蘭、巴西、德國、印度、墨西哥、菲律賓、英國和美國。

來自 85 家能源相關企業的參與決策者包括：

  • 能源生產者
  • 能源銷售公司
  • 石油和天然氣公司
  • 再生能源公司
  • 核能公司
  • 電力公司
  • 瓦斯公司
  • 加油站
  • 自來水公司
  • 廢棄物處理公司

生成式人工智慧（Gen AI）對於能源組織的數位策略非常重要。重點是跨越後勤部門和前台的招募案例。基於對話式人工智慧的產品已經湧入市場，以解決提供者的倦怠問題。重點是利用各種人工智慧模型來應對不同的挑戰。

能源產業客服中心組織到2024年的首要目標是提高品牌知名度、提高客戶忠誠度、實施人工智慧技術以改善員工體驗（EX）和客戶體驗（CX），以及增加人才獲取和保留等。

最重要的CX 優先事項是建立客戶信任和確保安全。

不到20%的組織擁有全通路客戶旅程，客戶期望與積極的客戶體驗之間存在巨大差距。

還包括來自著名技術提供者的案例研究。

Frost & Sullivan 的CX 研究實踐提供了360度觀點的綜合方法：

  • 成長機會分析：客服中心、CX 管理、雲端 CcaaS（聯絡中心即服務）、客服中心市場評估、北美/拉丁美洲/歐洲/亞太地區分析、國家分析
  • 策略洞察：生成式人工智慧、內容審核、全球採購、客戶體驗中的物聯網、大趨勢、行動顧客關懷、近岸外包和境外外包、主動式顧客關懷、客戶體驗安全、技術支援的外包解決方案、產業洞察、員工敬業度管理
  • 客戶研究：客戶調查、Frost Mindxchanges 活動、產業洞察、CX 客戶委員會
  • 競爭基準化分析：Frost Radar、最佳實踐獎、購買者指南

目錄

調查方法

  • 綜合方法提供 360度觀點
  • 客戶研究的目的和調查方法
  • 受訪者簡介

影響 CX 的能源趨勢

  • 能源趨勢將如何影響 CX 提供者？

2024年客服中心決策者調查主要結果

  • 2024年客服中心決策者調查主要結果

投資重點與關鍵決策因素

  • 大多數企業利用數位管道，但語音仍占主導地位
  • 品牌認知與顧客忠誠度是能源的首要任務
  • 客戶信任在客服中心環境中仍然很重要
  • 客戶服務和安全是採購決策的首要標準

透過人工智慧實施實現座席最佳化和自助服務優勢

  • 生成式人工智慧的採用範圍不斷擴大，公司期望加強客戶體驗流程
  • 跨客服中心解決方案套件的人工智慧投資
  • 能源公司在採用對話式人工智慧方面落後

協作打造無縫客戶旅程

  • 超過 80%的能源公司缺乏全通路客戶旅程
  • 為什麼能源公司想要整合 UCaaS 和 CCaaS

案例研究

  • Ygrene 提高了 Five9 的穩定性並添加了 IVR 和 IVA
  • Northumbrian Water 透過 Genesys Cloud重新運作其 CX 方法
  • Severn Trent Water 與 NICE 合作部署雲端基礎的勞動力管理

能源產業趨勢與預測

  • 2024年主要能源趨勢
  • 能源產業的區域前景
  • 2024年的熱門預測
  • 2024年至2025年關注的主要技術

附錄

  • 成長機會推動Growth Pipeline Engine（TM）
  • 為什麼成長越來越困難？
  • The Strategic Imperative 8（TM）

附錄與後續步驟

  • 成長機會的好處和影響
  • 下一步
  • 附件清單
  • 免責聲明
簡介目錄
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