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The Utility Sector Is Changing—Is Your Customer Experience Strategy Keeping Up?
- By 2028, 70% of utilities will invest in digital customer engagement platforms
- 78% of utilities plan to upgrade or replace existing solutions within 24 months – IDC Survey
- Up to 75% increase in customer satisfaction achieved through platform-driven automation
The utility industry is undergoing a seismic shift—from a commodity-focused model to a customer-centric digital enterprise. Yet, many providers still rely on outdated systems and manual processes that are ill-equipped to meet modern expectations. The growing demand for real-time personalization, self-service, mobile-first interactions, and sustainable practices calls for urgent transformation.
This white paper, developed in collaboration with IDC, Coforge, and ServiceNow, explores how Customer Service Management (CSM) platforms enable utilities to thrive in this new era. Learn how leading providers leverage automation, GenAI, and integrated workflows to deliver seamless, omnichannel experiences while driving operational efficiency, regulatory compliance, and sustainability goals.
Packed with analyst insights, business use cases, and proven outcomes, this paper offers a strategic roadmap for utility leaders—CIOs, CFOs, operations heads, and IT teams—looking to digitize, differentiate, and deliver greater customer value.
