Reimagining the Utility Customer Journey

This document is an Info Snapshot that discusses the evolving utility customer journey influenced by the energy transition and rising customer expectations for digital experiences. It outlines the necessity for energy and water suppliers to provide more than just reliable and affordable services, emphasizing the demand for seamless and personalized digital interactions. The text details how utilities are reassessing their customer operations, including product offerings and technological infrastructures, to enhance customer satisfaction and service innovation. It highlights the challenges faced by utilities, such as organizational silos and outdated IT systems, which hinder progress. The document also presents strategies for digitally transforming the customer journey through intelligent self-service, personalized insights, and new energy service models. It concludes by emphasizing the importance of deploying AI and automation to improve customer experiences and meet evolving expectations in the utility sector.