IDC MarketScape: Worldwide AI-Enabled Utility Customer Experience Management Solutions 2026 Vendor Assessment

Utilities face pressure as energy affordability, electrification, and rising expectations reshape customer experience management. Legacy systems and fragmented data struggle to support real-time engagement, while generative AI adds both opportunity and complexity.

This report explores how AI-enabled CXM platforms address these shifts, offering a framework to evaluate vendors. Key insights include:

• Unified data architecture for scalable AI and personalized engagement
• Generative AI’s role in workflows, collections, and self-service
• Ecosystem extensibility for energy resources and EV services

Access the report to benchmark vendors and modernize your CXM strategy.