Improving CX in the Utilities Industry

Since smart meters and internet of things (IoT) devices kicked off the utility data revolution, power and utility companies have worked to use this data to change the nature of customer relationships. With an early emphasis on usage control and conservation, most utilities have steadily shifted to a more customer-centric model over the past decade. The pace of change has continued to accelerate with the rapid global rise of mobile devices, 5G, and IoT; awareness and action on climate change; distributed energy resources … and a pandemic.