As we enter an era of massive change in utility retailing, read about the eight significant ways in which the landscape will begin to change and evolve.
In 2019, as presented in our CGI Client Global Insights, we spoke in person with more than 1,550 executives across 10 industries to gather their perspectives on the trends affecting their enterprises.

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  • Monitor, manage and optimize the customer experience
  • Understand customers' expectations of your services
  • Understand user perceptions of your brand, products and services, and implement effective customer retention initiatives
  • Gain unique insight into customer behavior and deliver an excellent customer experience across all touch points and processes. 
  • Radically decrease customer acquisition cost and improve your customer retention ratio
  • Create efficient and appealing services across all customer touch points
  • Clearly identify customers at any point of contact (Identicate® for telecommunications)
  • Be alerted to unplanned events that reduce consumption of network services and hence, reduce revenue
  • Perform timely diagnosis and resolution
  • Offer number portability to help customers smoothly transition to your service.
IDM

CGI’s IP for customer experience management (CEM)

Drawing upon our experience and know-how, CGI has developed intellectual property in the following areas:

  • Semantic search and discovery

  • Behavior prediction models

  • User experience modeling tools and methodologies

  • Real-time customer experience monitoring

  • Real-time customer identification