Guidehouse Insights Leaderboard for Customer Engagement Analytics

This research report presents the Guidehouse Insights Leaderboard for Customer Engagement and Experience Analytics, assessing the strategies and execution of 14 providers in this sector. The report outlines the evolving definitions of customer engagement (CE) and customer experience (CX) analytics, particularly in the context of electric utility software. It highlights the baseline requirement for vendor inclusion, which is the provision of energy usage insights, while also addressing the shift towards more comprehensive program management and smart home optimization. The report categorizes providers into Leaders, Contenders, and Challengers based on criteria such as vision, technology, and market strategy. It also discusses market drivers and barriers affecting CE and CX, including changing utility-customer relationships, the proliferation of smart devices, and regulatory influences. The findings aim to inform stakeholders about competitive positioning and opportunities for enhancement within the customer engagement analytics landscape.