Beyond Buzzwords: The Strategic Role of AI-Powered Digital Customer Experience for Utilities

Guest blog contributed by Itron technology partner, Smart Energy Water (SEW)

In the era of digital transformation, industries across the globe are witnessing a revolution that transcends conventional boundaries. Among the myriad of changes, one aspect stands out to both SEW and Itron as a crucial linchpin in this transformative journey: customer experience. In the utility sector, where consumer expectations and technological advancements are rapidly evolving, the imperative focus has introduced AI-Powered Digital Customer Experience. This entails harnessing the transformative capabilities of data and artificial intelligence (AI) to elevate and personalize customer interactions, creating a seamless and responsive engagement.

The growing significance of AI-powered digital platforms  arises from the changing dynamics of consumer expectations. Modern customers are not merely seeking reliability; they now crave tailored, intelligent and proactive services. By integrating AI into the customer experience, utilities can provide personalized solutions, anticipate evolving needs and streamline interactions. This not only meets current consumer demands but also strategically future-proofs against the evolving expectations of a tech-savvy customer base. 

Grid to CX: The AI Revolution
As the grid evolves in response to digital transformation, it generates an unprecedented volume of data. This data becomes the lifeblood of AI-powered use cases in the utility sector, driving innovations in Digital Customer Experience (CX). The grid's evolution, coupled with insightful data analysis through AI, empowers utilities to anticipate consumer needs, optimize services and ultimately enhance the overall customer journey, creating a seamless and responsive Digital CX tailored to the dynamic demands of today's consumers. Together, SEW and Itron are enabling utility and end user digital transformation. The collaboration combines Itron’s leadership in delivering intelligent connectivity and comprehensive utility-focused solutions with SEW’s award-winning CX platform. Let’s break this synergy down.

The Imperative of Customer Experience in Utilities
"89% of utility executives believe that customer experience is a key differentiator for their companies." (Bain & Company)

In the utility sector, customer experience is not merely a buzzword but a cornerstone defining success in a competitive market. Utilities that prioritize customer-centric approaches are not only meeting expectations but exceeding them. This is where the adoption of intelligence and technological advancements such as AI and digital platforms come into play.

Democratizing Data for Connected Experiences

To build truly connected experiences, utilities must first democratize data across their portfolio. The foundation lies in understanding and visualizing usage trends, leveraging BTM (Behind the Meter) insights and embracing disaggregation techniques. From bill inquiries to diagnostics, neighbor comparisons to personalized energy reports, the data becomes a powerful tool for utilities to comprehend and improve customer interactions.

The Role of AI and Digital Platforms

Enter artificial intelligence and digital platforms – the game-changers in revolutionizing utility customer experiences. Through proactive notifications, AI-driven diagnostics and the ability to forecast bills, utilities can transform their customer service from reactive to predictive, ensuring a seamless consumer experience and enhancing grid reliability. Key use cases for creating exceptional connected experiences across the energy and water ecosystems include:

• Rooftop PV Installers: Enhance solar energy production for rooftop PV installations, optimizing efficiency and reducing costs.

• Competitive Energy Suppliers: Leverage data insights for tailored offerings, fostering competitiveness and customer-centric services.

• Energy Analytics Solutions: Interpret complex energy data using advanced analytics, optimizing consumption patterns for efficiency and cost-effectiveness.

• Smart Home Technologies: Integrate intelligent home automation, providing automated energy management and user-controlled systems.

• Community Choice Aggregators: Aggregate community energy preferences to deliver customized solutions for local energy needs.

• Energy Management Systems: Implement advanced systems for real-time monitoring and intelligent control of energy consumption.

• Energy Efficiency Programs: Develop personalized efficiency plans, encouraging consumers to adopt sustainable practices and reduce energy waste.

• Managed EV Solutions: Optimize electric vehicle solutions for efficient charging, contributing to a greener transportation ecosystem.

• Third-Party Demand Response and Virtual Power Plants: Implement demand response strategies and virtual power plants (VPPs) to ensure grid stability and reliability.

• Carbon Tracing Solutions: Trace and minimize carbon footprint using innovative solutions, aligning with sustainability goals and promoting environmental responsibility.

Building Intelligent Experiences

Imagine a scenario where customers receive instant alerts on their mobile devices notifying them of changes in usage trends. This real-time engagement keeps customers informed and empowers them to take immediate action. The one-click engagement options, from viewing more details to entering a chat or invoking device actions, create a dynamic and responsive customer experience, intricately woven into the grid-connected framework.

The key lies in experiences that educate, engage and empower consumers. Utilities can nudge customers to view personalized home energy reports or listen to them on smart devices. Behind the scenes, machine learning and AI analyze active usage spikes, appliance disaggregation, anomalies and billing history to display suitable programs and offers dynamically. This ensures that the customer experiences are personalized and seamlessly aligned with the evolving demands of a connected grid.

The Connected Future
True magic happens when utilities enable a connected experience from customers to field workers to service agents and the grid, fostering seamless collaboration. This end-to-end integration extends beyond notifications, allowing customers to link devices while service agents receive real-time insights effortlessly. In this interconnected web, a customer partnership takes center stage, working collaboratively with utilities to achieve shared sustainability goals. Also integral is the commitment to providing extended value for customers. This visionary approach enhances satisfaction and builds enduring relationships, paving the way for a sustainable and customer-centric future.

At SEW, we are leading the energy and water industry towards a sustainable future with our connected platforms, powered by AI/ML/IoT. Our end-to-end integrated solution covers a multitude of use cases, seamlessly connecting customers, field workers and operations. At SEW, the vision is to Engage, Empower and Educate billions of people to save energy and water. We partner with businesses to deliver platforms that are easy to use, integrate seamlessly and help build a strong technological foundation that allows them to become future ready.