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WHO WE SERVE

 

WHO WE SERVE

 

WHO WE SERVE

 

WHO WE SERVE

 

By Role

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By Industry

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By Target Customer

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What We Offer

ICX helps companies grow revenue and profitability by connecting customer experience, sales, pricing, CRM and automation into one commercial system.

Customer Experience

We design memorable, customer-centered experiences that drive loyalty, enhance support, and optimize every stage of the journey. From maturity frameworks and experience maps to loyalty programs, service design, and feedback analysis, we help brands deeply connect with users and grow sustainably.

Marketing & Sales

We drive marketing and sales strategies that combine technology, creativity, and analytics to accelerate growth. From value proposition design and AI-driven automation to inbound, ABM, and sales enablement strategies, we help businesses attract, convert, and retain customers effectively and profitably.

Pricing & Revenue

We optimize pricing and revenue through data-driven strategies and integrated planning. From profitability modeling and margin analysis to demand management and sales forecasting, we help maximize financial performance and business competitiveness.

Digital Transformation

We accelerate digital transformation by aligning strategy, processes and technology. From operating model definition and intelligent automation to CRM implementation, artificial intelligence and digital channels, we help organizations adapt, scale and lead in changing and competitive environments.

 

 

Operational Efficiency  

We enhance operational efficiency through process optimization, intelligent automation, and cost control. From cost reduction strategies and process redesign to RPA and value analysis, we help businesses boost productivity, agility, and sustainable profitability.

Customer Experience

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Marketing & Sales

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Pricing & Revenue

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Digital Transformation

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Operational Efficiency 

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Utilities Consulting for Customer Experience and Operations

Fewer complaints, faster service orders and customers who trust their provider

 

 

ICX Consulting, a customer experience and commercial strategy consulting firm, helps electricity, water and gas utilities serve millions of customers with fewer complaints and lower cost to serve. We map customer journeys, redesign billing, service order and field processes, and implement CRM, automation and analytics to measure service levels.

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Utilities team serving electricity, water and gas customers

How ICX improves the utility customer experience

We diagnose high volume journeys such as connections, billing and outages, then redesign and automate the steps that generate complaints.

Our strategies are grounded in our proprietary methodologies, including the ICX Maturity Model, which provides a clear roadmap for understanding business maturity. The ICX Process Transformation Framework offers a structured approach to process optimization, ensuring that companies can effectively manage their target operating model (TOM) and processes. Additionally, our ICX Executive Blueprint creates a detailed map of processes, technology, business rules, and KPIs, providing a holistic view that supports informed decision-making and strategic planning.

Enhancing Business Maturity: With the ICX Maturity Model, we help utilities assess and improve their organizational maturity, enabling them to align their operations with long-term strategic goals.
Optimizing Operational Processes: Our ICX Process Transformation Framework focuses on refining processes and workflows, allowing utility companies to achieve greater efficiency and resilience in their operations.
Comprehensive Strategic Insights: Through the ICX Executive Blueprint, we deliver a detailed analysis of key business elements, empowering utilities to make data-driven decisions that foster innovation and competitive advantage.
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Powering the future: Transforming Utilities through sustainable innovation and smart technology.

RESOURCES
Cover of the ebook on digitalization of processes

Ebook Digitalization of Processes

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Cover of the DMAIC checklist for process improvement

Checklist DMAIC



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Consulting services for utilities

Process redesign, customer experience, automation, digital transformation and commercial strategy.
Business Process for Utilities

Business Process for Utilities

Optimizing business processes in the Utilities sector is crucial for improving efficiency, reducing costs, and ensuring regulatory compliance. Our tailored approach enhances operational workflows, enabling utilities to deliver consistent and reliable services.

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CX for Utilities

CX for Utilities

Customer Experience (CX) in the Utilities industry is about building trust and satisfaction through seamless interactions and responsive service. We help utilities create customer-centric strategies that drive loyalty and enhance service delivery.

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Process automation that modernizes utility operations

Process Automation for Utilities

Process automation is key to modernizing utility operations, reducing manual tasks, and increasing efficiency. Our solutions streamline workflows, improve accuracy, and allow utilities to focus on strategic growth.

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Digital transformation technologies for utilities service delivery

Digital Transformation for Utilities

Digital transformation in Utilities involves integrating advanced technologies to drive innovation and improve service delivery. We guide utilities through this transition, ensuring they leverage digital tools to enhance operational efficiency and customer engagement.

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PTF for Utilities

ICX Process Transformation Framework for Utilities

Our ICX Process Transformation Framework is designed specifically for the Utilities industry to optimize processes, improve operational efficiency, and ensure alignment with strategic goals, enabling sustainable growth and resilience.

See the ICX Process Transformation Framework

Business Strategy for Utilities

Business Strategy for Utilities

Crafting a robust business strategy for Utilities requires deep industry insights and a focus on sustainability. We provide strategic consulting that helps utilities navigate industry challenges, capitalize on opportunities, and achieve long-term success.

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Utility segments we serve

Electricity generation and distribution, water and wastewater, and gas supply.
Energy Generation and Distribution

In the energy sector, ICX helps organizations navigate the complexities of power generation, transmission, and distribution. Our strategic consulting services focus on optimizing energy production, improving grid reliability, and integrating renewable energy sources to meet the demands of a sustainable future.

 

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Water and Wastewater Management

For the water and wastewater industry, ICX provides tailored solutions that enhance operational efficiency and regulatory compliance. Our expertise in process automation and infrastructure optimization ensures that utilities can manage resources effectively while meeting the growing needs of communities.

 

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Gas Supply and Distribution

In the gas supply and distribution sector, ICX supports companies in streamlining operations and ensuring safe, reliable delivery. Our consulting services focus on modernizing infrastructure, improving safety protocols, and enhancing customer service to maintain competitiveness in a rapidly changing landscape.

 

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Frameworks we apply in Utilities

 

Frameworks we apply in Utilities

 

Frameworks and platforms ICX applies in utilities projects

ICX Process Transformation Framework


The ICX Process Transformation Framework maps and redesigns utilities processes end to end.

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DMAIC


DMAIC reduces variation in critical processes.

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SIPOC


SIPOC aligns suppliers, inputs and outputs before any automation.

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Customer Journey Mapping


This tool complements Utilities industry by illustrating the full path a customer travels with a business, revealing key interactions and pain points that can be optimized to improve overall customer experience.

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ICX insights articles on data, CRM and customer experience in utilities
Why a CRM is essential for the commercial development of your company


You have surely heard the term CRM at some point. Today this tool is used by many companies.

Read
Discovering Tableau: a step-by-step implementation guide


In the fast-paced world of data analytics, having tools that simplify the understanding and presentation of information is essential.

Read

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Tell us where your utilities operation stands and we will recommend the right first step.

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