In today’s rapidly evolving energy landscape, customer experience (CX) has become a defining factor for utility success. As digital-native competitors and rising customer expectations disrupt the sector, utilities are under pressure to modernize not just their infrastructure, but every touchpoint of the customer journey. The Global EnergyTech Awards have emerged as a showcase for the most impactful digital CX solutions, spotlighting the innovators who are setting new standards in customer engagement, personalization, and operational excellence. Here, we explore the award-winning strategies and real-world impact stories that are transforming utility-customer relationships—and offer practical takeaways for utilities ready to lead the next wave of digital transformation.
The Global EnergyTech Awards’ ‘Best Customer Experience Solution’ category recognizes organizations that go beyond reliable service to deliver seamless, personalized, and engaging experiences. Recent winners have demonstrated how digital platforms—powered by AI, data analytics, and mobile-first design—can create new value for both utilities and their customers. For example, AI-driven solutions now enable utilities to anticipate customer needs, deliver targeted communications, and support energy-saving behaviors, while mobile-first platforms empower customers and field workers alike to capture and share data, improving service quality and accelerating issue resolution.
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.
British Gas, the UK’s largest energy supplier, partnered with Publicis Sapient to accelerate its digital transformation and reposition itself around the customer. By launching a new mobile app in just 82 days and rolling out monthly updates, British Gas enabled:
The results were dramatic: over 55% of customer interactions now occur through digital channels, call volumes dropped by 15%, and the app has been recognized as a standout in the industry. This transformation was honored with multiple awards for excellence in customer experience and mobile innovation.
Award-winning platforms are leveraging AI to deliver hyper-personalized insights, such as tailored energy-saving recommendations and real-time notifications. Gamification features—like rewards for energy reduction and participation in sustainability programs—are driving engagement and loyalty, turning everyday interactions into opportunities for positive change.
Utilities are increasingly adopting integrated platforms that provide customers with a single view of their energy consumption, billing, and emissions data. These platforms empower users with self-serve analytics and actionable insights, supporting both efficiency and sustainability goals.
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 build integrated digital platforms, leverage AI for personalization, and implement gamification strategies that drive engagement and loyalty. Our track record includes industry recognition for excellence in digital engagement and award-winning work with leading utilities and energy providers.
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. Utilities that embrace these lessons and invest in customer-centric digital transformation will be best positioned to lead in the new energy era.
Ready to modernize your digital engagement strategy? Connect with Publicis Sapient to discover how we can help you unlock the next wave of customer experience excellence in utilities.