Utility Digital Experience Trends Report
A Collaborative Vision from Industry Leaders at E Source 2025
“Mobile technology evolves fast and so do user expectations. [...] Older apps may suffer from outdated architecture, missing key security features, difficult and expensive maintenance, and usability challenges as accessibility and device standards evolve.”
Account Director, Energy and Utilities
Five Trends Reshaping Utility Customer Experience
The utility industry is undergoing a fundamental shift from service provider to trusted energy advisor. This report reveals five trends that leading utilities are charting to redefine engagement, build trust, and deliver experiences that meet modern customer expectations.
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Simplicity & Self-Service
Utilities are prioritizing frictionless digital experiences. With 28% still lacking mobile apps, the race is on to deliver unified, intuitive self-service across all channels, making "one-stop shop" the new standard.
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Affordability as a Core Experience
64% of Americans report increased utility bills. Forward-thinking utilities are embedding affordability tools, such as bill forecasting and high-usage alerts, directly into the customer experience rather than treating them as separate programs.
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Personalization That Reduces Effort
Only 16% of utilities deliver truly personalized experiences with proactive guidance. Leading utilities like PG&E and Exelon are putting personalization into practice through tailored alerts, usage insights, and Customer Journey Effort Scores.
Want to explore all five trends shaping the industry’s future?Â
