Navigant Research Expects Global Customer Engagement Spending by Utilities to Exceed $5 Billion in 2026

Websites with self-service capabilities, mobile applications, and
online chat support are just a few of the engagement channels now
considered standard, report finds

BOULDER, Colo.–(BUSINESS WIRE)–#CustomerEngagement–A new report from Navigant
analyzes the market for utility customer engagement
solutions across the web, call center, billing, and outage notification
segments, providing forecasts through 2026.

Today’s electric utility customers expect more insight into their energy
usage, as well as a service experience on par with that of industry
leaders such as Amazon, Google, Netflix, and Uber. Changing tools for
engagement, such as online, mobile, and social networks, are helping
utilities to meet those expectations in the face of the most competitive
environment that the electric power industry has ever experienced. Click
to tweet
: According to a new report from @NavigantRSRCH,
global customer engagement spending is expected to grow from
approximately $3.6 billion in 2017 to over $5.2 billion in 2026.

“Engaging customers used to entail sending a monthly energy bill,
dealing with high bill complaints, and finding resolutions for customers
experiencing power outages,” says Michael Kelly, research analyst with
Navigant Research. “Today, utilities must work to engage customers
proactively through multiple channels—and for multiple purposes.”

Websites with sophisticated self-service capabilities, mobile
applications, and online chat support are just a few of the engagement
channels now considered standard, according to the report. Investment
and support from senior utility leadership is growing as utilities adapt
to evolving customer expectations and explore new technologies aimed at
improving the customer experience.

The report, Customer
Management and Experience Technologies
, examines the drivers and
challenges related to customer engagement solutions. The study focuses
on four key segments for applications and technologies aimed at
improving the customer experience: web, call center, billing, and outage
notification. Global market forecasts, segmented by region, technology
segment, type, and category, extend through 2026. The report also
provides in-depth profiles of key vendors in the customer engagement
market and examines several utility deployment case studies. An
Executive Summary of the report is available for free download on the Navigant
Research website

About Navigant Research

Navigant Research, the dedicated research arm of Navigant, provides
market research and benchmarking services for rapidly changing and often
highly regulated industries. In the energy sector, Navigant Research
focuses on in-depth analysis and reporting about global clean technology
markets. The team’s research methodology combines supply-side industry
analysis, end-user primary research and demand assessment, and deep
examination of technology trends to provide a comprehensive view of the
Energy Technologies, Utility Transformations, Transportation
Efficiencies, and Buildings Innovations sectors. Additional information
about Navigant Research can be found at

About Navigant

Navigant Consulting, Inc. is a specialized, global professional services
firm that helps clients take control of their future. Navigant’s
professionals apply deep industry knowledge, substantive technical
expertise, and an enterprising approach to help clients build, manage
and/or protect their business interests. With a focus on markets and
clients facing transformational change and significant regulatory or
legal pressures, the Firm primarily serves clients in the healthcare,
energy and financial services industries. Across a range of advisory,
consulting, outsourcing, and technology/analytics services, Navigant’s
practitioners bring sharp insight that pinpoints opportunities and
delivers powerful results. More information about Navigant can be found

* The information contained in this press release concerning the
Customer Management and Experience Technologies, is a
summary and reflects Navigant Research’s current expectations based on
market data and trend analysis. Market predictions and expectations are
inherently uncertain and actual results may differ materially from those
contained in this press release or the report. Please refer to the full
report for a complete understanding of the assumptions underlying the
report’s conclusions and the methodologies used to create the report.
Neither Navigant Research nor Navigant undertakes any obligation to
update any of the information contained in this press release or the


Navigant Research
Lindsay Funicello-Paul, +1-781-270-8456