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The Future of Utility Customer Experience

Mindgrub engaged utility industry leaders in a strategic Three Horizons exercise to map out a vision for the future of utility customer experience. Together, they identified key priorities that will shape innovation in the years ahead.

This report captures their insights—revealing where the industry is headed and what utilities must do to meet evolving customer expectations.

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Key Insights on the Evolving Utility Customer Experience

Backed by insights from 50+ industry leaders, this report highlights the biggest challenges, emerging opportunities, and strategic next steps for future-proofing the utility customer digital experience.

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Key trends shaping the industry’s next evolution

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Strategic steps to build your product strategy

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Horizons Framework guiding long-term innovation

Which digital trends are utilities the most keen to improve next?

High bill alerts? Gamification? Analytics tooling? Discover which improvement utility providers set their sights on for 2025, and learn what you need to stay ahead.

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Seven trends shaping utility customer expectations

The utility industry is at a pivotal moment, with customer expectations evolving rapidly. Our report identifies the key trends that will shape the future of utility customer experience, helping you prepare for what’s next.

  • Digital-First Transformation

    87% of utilities are prioritizing self-service capabilities. With customers demanding more control, utilities are investing in digital-first solutions—from mobile apps to AI-powered chatbots—to enhance self-service experiences.

  • AI on the Horizon

    Despite high interest, AI adoption remains in early stages. AI has the potential to revolutionize utility operations and customer interactions, but adoption is still in its infancy. Discover the key challenges and opportunities.

  • Building Customer Trust

    Clear communication and transparency lead strategic initiatives Customer confidence is essential. Utilities are prioritizing proactive, transparent communication to strengthen relationships and improve service.

Want to explore all seven key trends shaping the future?

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Where to start?

  1. Know Your Customer
  2. Gain Strategic Alignment
  3. Weigh Value vs. Effort

Learn how to conduct a horizons exercise.

“Starting with user research ensures that the customer remains the focus when defining your digital experience. ”

Horizon Report Intake Form

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