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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 Discussed
- 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
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Other Customer Engagement News
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Redefining the utility playbook with PG&E’s Sumeet Singh
In this episode of the Factor This podcast, Sumeet Singh, CEO of Pacific Gas & Electric, details how utility leaders can balance cultural shifts with the economic imperative to maximize underutilized grid capacity and lower customer rates. He breaks down how PG&E processes billions of pieces of data to help predict wildfire risks in advance, and how AI-enabled camera networks can shave critical minutes off emergency response times.
Aug 03, 2026
