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As customer expectations evolve, utilities are reimagining engagement through digital platforms, personalized communications, energy programs, and equity-focused solutions. This track highlights how utilities build trust, improve satisfaction, and deliver value while addressing the diverse needs of customers. Learn how data, technology, and human-centered design strengthen utility-customer relationships.
Core Concepts
- Customer-centric utility model
- Energy equity and access
- Personalization of services
- Proactive outage communication
- Community trust building
- Engagement in clean energy programs
- Education on energy efficiency and electrification
- Digital-first customer experiences
- Multi-channel communications strategy
- Behavioral energy insights
Customer Engagement educational opportunities
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The U.S. needs to build two to three times more transmission to keep up with growing energy needs and replace outdated infrastructure. But are we building the right kind of transmission? Much of today …
8:45 AM
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Since 2020, New England electricity prices have climbed at three times the national average, transforming the utility bill into the primary flashpoint between the energy industry and the public. How c …
9:45 AM
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New Jersey's recent grid modernization reform introduced significant new requirements for DER interconnection, including a Common Interconnection Application Process (CIAP) portal, Pre-Application Ver …
2:30 PM
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Today’s utility customers expect the same real-time transparency they get from modern retail experiences. To meet these rising expectations, utilities must move past merely explaining power delivery a …
Other Customer Engagement News
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How Florida municipal utilities are using AI to improve storm damage assessment
In the wake of Hurricane Isaias, Florida Municipal Power Agency members have access to Noteworthy AI's Inspect platform, which uses AI-enabled, vehicle-mounted cameras to automatically geolocate distribution poles and capture high-resolution, timestamped imagery as vehicles travel through a utility’s service territory.
October 30, 2026
New England utility deploying AI planning tools to prioritize resilience investments
AI-powered grid planning platform Rhizome has signed a three-year partnership with New England public utility service provider Unitil Corporation to use two climate simulation tools to better inform utility investment planning and improve grid reliability and resilience.
October 27, 2026