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Shaping the Future of Utilities Customer Experience

Discover how utility companies can lead the energy transition through improved customer experience. Download our presentation to explore key CX strategies and innovation levers.

Empowering Customer Engagement in the Energy Transition

As the energy landscape evolves, utility companies are under pressure to meet rising customer expectations while advancing decarbonization goals. From digital billing to demand-side flexibility, customer experience (CX) is no longer a back-office function, it’s a frontline priority.

In our latest presentation, “Shaping the Future of Utilities Customer Experience,” we explore how utilities can transform CX to drive trust, engagement, and adoption of new energy products and services.

A Journey-Based Approach to Utility CX

Improving customer experience in utilities starts with a detailed understanding of how customers engage with the system—from planning and onboarding to crisis management and final billing. Our presentation maps the end-to-end utility-customer journey, identifying key CX touchpoints and pain points.

We highlight critical interventions that can shape more empathetic, data-informed, and seamless experiences, including:

  • Improving digital self-service and app engagement

  • Embedding AI personalization to tailor communications and offers

  • Designing new payment models like subscriptions and rebates

  • Enhancing outage communications and ETA transparency

  • Supporting vulnerable customers with proactive financial services

Three Key Steps to Transform Customer Experience

  1. Understand Your Customer

    Gather data and feedback to identify segments, needs, and friction points.

  2. Design the Ideal Journey

    Map current vs. desired experiences and develop a roadmap for change.

  3. Implement, Measure & Refine

    Launch initiatives with KPIs in mind, and continuously improve using GenAI-powered insights.

How Sia can help?

At Sia, we combine deep energy & utilities expertise with cutting-edge CX, data science, and transformation capabilities. We help utility clients:

  • Navigate regulations and accelerate digital adoption

  • Activate omnichannel customer strategies

  • Deploy AI-powered insights to personalize engagement

  • Improve operational efficiency and stakeholder trust

Download the Full Presentation

Explore our full framework, insights, and use cases to help utilities lead the energy transition through elevated customer experience.

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Contact us to learn more

Sia integrates this data in its client database to send you marketing communications (invitations to events, newsletters and new commercial offers).
This data will be kept for 3 years before being deleted and you can withdraw your consent to the processing of your data at any time.
To learn more about the management of your personal data and to exercise your rights, please consult our Data Protection Policy.

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Your data are used by Sia to process your contact request. Please note that you have rights regarding your personal data. For more information, we invite you to read our data protection policy

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