Transforming Customer Experience in Utilities:

Digital Innovation with a Human Touch

Deliver better outcomes for customers – especially the most vulnerable – while reducing costs and modernising without disruption.

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When service fails, trust breaks:
Why utilities must rethink CX

Customer satisfaction with energy companies has improved over the last five years, but sadly, the utilities sector still trails behind most sectors of the UKCSI rankings, scoring just 71.7 points, in contrast to industries such as banking and retail which score in the 80s.

Customers expect seamless, digital-first service. But legacy systems, siloed data and manual processes make that hard. This guide shows how utilities can overcome these challenges with practical steps, proven results and smarter service – without rip-and-replace.

Why download this guide?

  1. Understand the pressure points where customer trust breaks down
  2. Learn how leading utilities are modernising without costly system overhauls
  3. Discover six ways to lead with empathy and impact
  4. Get a roadmap for quick wins and long-term success.

What’s inside?

  1. The big picture: Why customer experience matters more than ever
  2. Real-world success: How UK Power Networks reimagined digital delivery
  3. Action plan: 30, 90 and 180-day steps to build momentum
  4. Technology that empowers people: Low-code, automation and AI explained.

See customer focused innovation in action

UK Power Networks

#1

Utility in the UK Customer Satisfaction Index
(July 2025)

#2

Utility for Britain’s Most Admired Companies
(January 2025)

Boost Performance in Utilities 

Build meaningful customer experiences and support your staff with connected workflows, actionable data and AI-powered processes.

Find out more Request a demo

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