Published: 28 March 2022
Energy and utility companies want Gartner’s top strategic technology trend, total experience, to address sector democratization and improve corporate performance and resilience during the energy transition. This research is part of a product leader series and focuses on TX in energy and utilities.
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Market Opportunities and Challenges
Total experience (TX) is a Gartner 2022 top strategic technology trend that will impact organizational growth, as well as customer loyalty and employee retention:
Energy and utility organizations are predisposed to emphasizing the customer experience to address customer engagement challenges and emerging customer/prosumer-centric business models. However, the customer journey is directly impacted by employees and their ability to respond quickly to customers’ needs.
Friction points between stakeholder groups (internal and external) make an outsized impact
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