Author: Kathy DeGlandon

As we approach 2025, utilities face new challenges and exciting opportunities in customer experience (CX). Customers today expect personalized, proactive, and seamless interactions, and utilities must respond in kind. Here are five predictions on what’s next for modern utility CX and how your organization can get ahead by building stronger, trust-driven customer relationships.

1. Personalization Becomes a Non-Negotiable

Personalization has shifted from being a “nice-to-have” to a necessity. Top brands in retail, tech, and beyond have set a new standard for tailored customer interactions, and utility customers now expect the same. In the past, many utilities used a one-size-fits-all approach to customer communication. But moving forward, the utilities that truly connect with their customers will leverage data insights to deliver personalized, relevant messages to different audience segments.

Utility customer information systems (CIS) offer rich data on usage patterns, demographics, and customer feedback—data that can be turned into tailored communication that resonates. Customers interested in sustainability, for example, can receive personalized tips on energy-saving programs, while businesses get updates relevant to their sector. By using each customer’s preferred communication channel, utilities increase engagement and demonstrate that they listen. Personalization fosters trust and is key to building a modern CX program that keeps customers informed and engaged.

2. Self-Service and Digital Support Go from Optional to Essential

Customers want convenience, and they expect utilities to offer 24/7 access to self-service options and digital support. In 2025, utilities that lack self-service platforms risk losing customer satisfaction and driving up service costs. From mobile apps to online customer portals, self-service should be a strategic priority, letting customers access outage alerts, account information, and payment options whenever they need it.

Mobile-first strategies play a major role here. With more customers managing their services on the go, utilities need to prioritize mobile access for billing, payments, and account management. Not only does this streamline customer experience, but it also reduces delinquency and support costs for utilities. In the year ahead, a robust self-service infrastructure will be essential for any successful utility CX strategy, delivering value for both customers and the organization.

3. Smart Technology Powers Proactive Customer Engagement

The growth of smart home devices—like thermostats, usage monitors, and smart meters—gives utilities a new way to engage with customers in real time. Proactive engagement, powered by smart technology, is on track to become the new standard in 2025.

With data from smart devices, utilities can notify customers about unusual usage patterns, potential issues, or maintenance needs before they become major problems. Imagine a customer getting a real-time alert about a spike in water or energy usage, helping them avoid an unexpectedly high bill. This proactive approach positions the utility as a trusted partner in managing consumption and costs. Utilities that leverage smart tech to give customers actionable insights will stand out as leaders in modern CX.

4. Omni-Channel Communication: Meeting Customers Where They Are

Single-channel communications are no longer enough. Customers expect utilities to connect with them across multiple platforms, from SMS and email to social media and mobile apps. Utilities must manage omnichannel communication effectively, delivering messages how customers want and expect.

Critical updates like outage notifications work best through SMS or push notifications, while program updates or customer service inquiries can happen on social media. Modern tools make it easier than ever to integrate customer preferences and message history across channels, creating a smooth and seamless experience. In 2025, the utilities that succeed in CX will connect with customers on their terms and deliver timely, relevant information across multiple platforms.

5. Virtual Assistants Lead the Way in Customer Support

AI-powered virtual assistants have matured from clunky tech to smart, efficient customer service tools. These AI assistants now tackle complex customer queries, bringing new flexibility to utility call centers. Imagine a virtual assistant handling billing inquiries, account changes, or move requests without transferring to a live agent.

Advanced AI boosts first-call resolution and saves utilities both time and money. Even heavily regulated industries like banking and healthcare now rely on AI tools, proving they have strong privacy protections and compliance capabilities. In 2025, AI-driven virtual assistants will become essential for utilities looking to deliver fast, accurate service while managing costs.

By embracing these trends, utilities can meet customers’ growing expectations for ease, responsiveness, and personalization. 2025 holds big potential for utilities that commit to building stronger, customer-centric CX programs, deepening trust and loyalty in an increasingly competitive landscape.

If you’re looking for ways to modernize your utilities CX, we can help. Click the button below to see how Advanced Utility Systems can help you provide personalized, proactive, and seamless interactions with your community.

In today’s rapidly evolving landscape, utility companies face numerous decisions about keeping their community’s data safe. From ensuring robust security measures to obtaining qualified IT professionals, the need for innovative solutions is more pressing than ever. Moving your customer information and utility billing system (CIS/UB) to the cloud is one of those decisions that, if you haven’t considered it yet, you may have too soon. Here’s why.

1. Enhanced Security in the Cloud

Your CIS software holds personal data that you want to keep safe. And security is a top priority for your team. When you see on the news that bad actors have attacked another utility’s data or infrastructure, you’re thankful it wasn’t your servers or grid. But you must ask yourself, how long will your data be secure?

Cloud-based billing systems offer advanced security features, including encryption, regular updates, and real-time monitoring. These measures help protect sensitive customer data from cyber threats, ensuring compliance with industry regulations. So, if you’re losing sleep at night because you’re worried that someone is trying to steal your community’s data, then it might be time to move your CIS/UB to the cloud to take advantage of these advanced security features.

2. Addressing the Aging Workforce

The utility sector is experiencing a significant shift as many experienced professionals approach retirement. These seasoned CIS and utility billing veterans can do many of your daily, monthly, and yearly processes from memory. However, as these employees retire, they take a wealth of information with them, and often, many utilities hire two people to replace just one super user.

Moving your CIS to a cloud solution can help bridge this gap by automating routine tasks and providing user-friendly interfaces that require less specialized knowledge. With a new cloud-based technology stack, you can maintain efficiency even as your new team members get up to speed. And, your customers will benefit from your team being more efficient and having cloud-based services they can access when and where they want.

3. Overcoming Personnel Challenges

Finding the right personnel to manage traditional database systems can be challenging. Many utilities are fortunate to have IT professionals working for them who installed their first computers and servers. However, as these employees retire or get hired away with the promise of a larger salary, utilities are scrambling to maintain their technology stack.  

Cloud-based systems offer managed services and support, simplifying this process and reducing the need for in-house expertise. When you move your CIS to the cloud, you get a team of world-class cloud professionals working for you, enabling your team to focus on their core operations while relying on cloud providers for technical support.

4. Adapting to Technological Changes

The pace of technological change can be daunting, and many utilities are trying to keep up to keep their data safe. Cloud solutions are scalable and adaptable, allowing utility companies to integrate new technologies seamlessly. This flexibility ensures that utilities can stay ahead of industry trends and continue to provide reliable services to their customers.

Moving your utility billing to the cloud is not just a trend; it’s a strategic move toward a more secure, efficient, and adaptable future. By addressing concerns around security, workforce challenges, and technological advancements, utility companies can leverage the power of the cloud to transform their operations and better serve their customers.

Interested in moving your CIS/UB to the cloud? Contact our sales team for your demo of the CIS Infinity Cloud today!