When a top service provider aimed to enhance customer experience (CX) growth in the Energy and Utilities (E&U) sector, it turned to Everest Group for an in-depth, unbiased market analysis to identify industry-specific, high-potential use cases.
The leading service provider wanted to develop a strategy to accelerate its customer experience business, with a particular focus on Salesforce. Its goal was to align its initiatives with current demand trends and Salesforce’s evolving strategy. With the market rapidly shifting from traditional CRM to new areas like data, AI, and CRM integration, alongside Salesforce’s recent introduction of Einstein AI and GPT suite, the provider needed to quickly build expertise, establish proof points, and create success stories with clients.
To tap into the emerging demand themes, it chose to focus on high-priority data, AI, and CRM use cases within the energy and utilities sector.
Everest Group worked closely with the service provider’s executives to gain a complete understanding of its CRM business priorities, capabilities, and requirements. With this understanding, Everest Group conducted a comprehensive market analysis, generating an initial list of data, AI, and CRM use cases relevant to energy and utilities enterprises.
Subsequently, the Everest Group team developed a prioritization framework, considering factors such as the fit with service provider capabilities, as well as the market impact of each use case. Using the prioritization framework and working closely with the client, Everest Group prioritized six use cases for detailed analysis. For these prioritized use cases, Everest Group created detailed flash cards, providing insights into specific E&U processes affected, relevance to sub-verticals, key demand drivers, enterprise challenges, buyer personas, competitor investments, and how Salesforce offerings could be utilized.
Following this thorough analysis, the Everest Group team presented data-driven recommendations for the top use cases that best aligned with the service providers’ strengths and had the most market potential. This analysis included a dedicated offline survey with leaders from over fifty enterprises in the energy and utilities industry, as well as input from the service providers’ leadership across six key global regions.
Further, Everest Group developed a bespoke analyst viewpoint to help enterprises effectively identify and adopt high potential data, AI, and CRM use cases in the energy and utilities sector, enhancing the overall value proposition for both the service provider and its clients.
Empowered by Everest Group's recommendations, the service provider can now confidently make strategic decisions to choose and invest in prioritized use case(s) and capabilities. Everest Group's partnership offered independent perspectives that helped solidify the provider's understanding of demand themes and alignment with its capabilities. Additionally, through Everest Group's market-educating viewpoint, the client increased its credibility and mindshare within the targeted domain, enabling it to further educate the market and strengthen its position.
The client chose Everest Group for its data, AI, and CRM use case evaluation due to Everest Group’s strong reputation and proven experience in advising leading service providers on strategic decisions. Everest Group’s dedicated analysts, deep domain knowledge, objective research methodologies, and data-driven insights ensured that the use cases were thoroughly analyzed, incorporating feedback from energy and utility enterprises and the service provider’s leadership, alongside Everest Group’s subject matter expert perspectives. The client’s prior positive experiences, the transparency of Everest Group’s processes, and the team’s willingness to collaborate closely with the client’s team were also crucial factors in its decision.
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