In the rapidly evolving utilities sector, customer experience (CX) has become a defining factor for success. As regulatory pressures mount, consumer expectations shift, and the imperative to modernize infrastructure intensifies, utilities are turning to digital innovation to transform the customer journey. The Global EnergyTech Awards, established by Publicis Sapient, have become a beacon for recognizing the startups and innovators who are setting new standards in customer-centric digital platforms for utilities and energy companies. Drawing on the achievements of recent award winners, this page explores the strategies and technologies that are reshaping CX in utilities—and what leaders can learn from them.
The Global EnergyTech Awards’ ‘Best Customer Experience Solution’ category celebrates organizations that go beyond reliable service to deliver seamless, personalized, and engaging experiences. In 2023, the award was presented to Precision AI, a company whose AI-driven, hyper-personalized approach to crop management in agriculture offers valuable lessons for utilities. By leveraging advanced data analytics and artificial intelligence, Precision AI enables tailored, actionable insights—demonstrating how digital innovation can make customer engagement more responsive, efficient, and valuable.
Previous years have seen a diverse range of customer-focused innovations recognized, from mobile-first platforms that empower field workers and customers to capture and share data, to digital solutions that simplify complex processes like electric vehicle charging and energy management. These solutions underscore the power of digital platforms to create new value for both utilities and their customers.
Today’s utility customers expect more than generic communications—they want proactive, relevant, and timely interactions. Leading utilities are harnessing advanced data analytics and AI to:
This data-driven approach not only enhances customer satisfaction but also drives operational efficiency and supports sustainability goals by encouraging smarter energy use.
Gamification is emerging as a powerful tool to drive customer engagement and promote sustainable behaviors. By integrating rewards, challenges, and progress tracking into digital platforms, utilities can:
These strategies turn routine interactions into opportunities for education and engagement, deepening the customer relationship.
Customers interact with utilities across a variety of touchpoints—web, mobile, call centers, and in-person. The most successful digital engagement strategies ensure a consistent, integrated experience across all channels, making it easy for customers to access information and support whenever and however they choose.
AI-powered chatbots, virtual assistants, and automated workflows are streamlining customer service, reducing response times, and freeing up human agents to focus on complex issues. Utilities are also using AI to optimize asset performance, predict outages, and deliver more reliable service, all of which contribute to a superior customer experience.
With over 30 years of experience in digital business transformation, Publicis Sapient partners with utilities to reimagine customer journeys and deliver measurable value. Our holistic approach combines strategy, data analytics, technology, and experience design to:
Our track record includes industry recognition for excellence in digital engagement, as well as award-winning work with leading utilities and energy providers. By breaking down silos and building connections across the value chain, we help clients unlock new revenue streams, boost operational efficiency, and achieve their sustainability goals.
For example, integrated platforms developed in partnership with global energy corporations have empowered end-users with self-serve analytics, driving measurable improvements in efficiency and sustainability.
The Global EnergyTech Awards continue to inspire and recognize the innovators shaping the future of customer experience in utilities. As digital technologies evolve, the opportunities to engage, empower, and delight customers will only grow. Publicis Sapient remains committed to partnering with utilities to lead this transformation—delivering the strategies, platforms, and experiences that customers truly value.
Ready to modernize your digital engagement strategy? Connect with our experts to discover how Publicis Sapient can help you unlock the next wave of customer experience excellence in utilities.