CX Strategy

A leading service provider set out to scale its customer experience (CX) business in the energy and utilities (E&U) sector, with a strong focus on Salesforce-led solutions. As the market rapidly evolved toward integrated AI, data, and CRM-driven transformation, the organization needed to refine its strategy to stay competitive and capture emerging opportunities.

Everest Group partnered with the client to identify and prioritize high-impact CX use cases, align capabilities with market demand, and define a clear go-to-market (GTM) roadmap. Through a structured approach grounded in market intelligence and internal validation, the engagement delivered clarity on where to invest and how to differentiate.

The outcome was a focused, actionable CX strategy that enabled the client to confidently pursue Salesforce-led growth while strengthening its positioning in the energy and utilities market.

Client Challenge

Identifying the right CX opportunities in a shifting market

The energy and utilities sector was undergoing a significant shift, with increasing adoption of integrated AI, data platforms, and CRM solutions to enhance customer engagement. For the client, this created both an opportunity and a challenge.

While the organization had invested in Salesforce capabilities, it lacked clarity on which CX use cases would deliver the highest impact in the E&U sector. The market was crowded with evolving solutions, making it difficult to distinguish between high-value opportunities and lower-priority initiatives.

The client needed to answer several critical questions. Which CX use cases aligned best with market demand and client needs? Where did its existing capabilities provide a competitive advantage? How could it translate its Salesforce investments into tangible business outcomes?

Without clear prioritization, the organization risked spreading resources too thin, investing in low-impact initiatives, and missing opportunities to differentiate in a competitive landscape. Additionally, the absence of a structured GTM roadmap limited its ability to communicate value effectively to clients and drive meaningful conversations.

To move forward, the client required a data-driven approach to identify high-impact opportunities, align them with internal strengths, and build a strategy grounded in both market reality and execution feasibility.

Everest Group Solution

Structured prioritization and capability alignment

Everest Group partnered with the client to bring clarity and structure to its CX strategy through a focused, insight-driven approach.

The engagement began with identifying a broad set of CX use cases relevant to the energy and utilities sector, with a particular emphasis on Salesforce-led solutions. Everest Group evaluated these opportunities based on market demand, client relevance, and potential business impact.

To ensure alignment with internal capabilities, Everest Group applied a fit-to-capability framework. This enabled the client to assess how well each use case matched its existing strengths, resources, and strategic priorities. The framework helped filter out less viable opportunities and focus attention on areas where the client could realistically compete and win.

Through this process, Everest Group shortlisted six priority areas that represented the highest-value opportunities for the client. For each of these areas, the team developed concise “flash cards” that captured key insights, including value propositions, target clients, and differentiators.

The recommendations were further refined through validation sessions with enterprise stakeholders and leadership teams. This step ensured alignment across the organization and built confidence in the chosen strategic direction.

The final output included a clear GTM roadmap that outlined how the client could activate these opportunities, align its Salesforce strategy with market trends, and drive more effective client engagement.

Results

Sharper strategy and accelerated Salesforce-led growth

Everest Group’s structured approach enabled the client to move from uncertainty to clarity in its CX strategy.

With clearly defined priority areas, the organization can now confidently invest in CX initiatives that align with both market demand and internal capabilities. This focus has improved resource allocation and reduced the risk of pursuing low-impact opportunities.

The engagement enhanced strategic clarity across the organization, enabling teams to articulate a stronger value proposition and engage more effectively with clients. Sales and delivery teams are now better equipped to have targeted, outcome-driven conversations that resonate with energy and utilities clients.

In addition, the GTM roadmap has provided a practical path to activate Salesforce-led opportunities, accelerating the client’s progress in building a differentiated CX offering.

“Everest Group helped us cut through the noise and focus on the CX opportunities that truly matter. Their insights gave us the clarity and confidence we needed to align our Salesforce strategy with where the market is headed.”

Why Everest Group?

The client selected Everest Group for its deep expertise in market intelligence and its ability to deliver actionable, localized insights.

Through a structured approach combining buyer feedback, competitive benchmarking, and commercial strategy development, Everest Group enabled the client to refine its GTM strategy for Asia. The engagement demonstrated Everest Group’s ability to translate complex market dynamics into clear, practical recommendations.

By aligning pricing, positioning, and sales strategies with regional expectations, the client is now better equipped to drive sustainable growth and strengthen its presence in Asia’s competitive automation market.

More client stories