The introduction of consumer facing AI has gone further than ever in elevating utility customer expectations. Providers were already under increasing pressure to deliver seamless, intuitive digital experiences that rival those of leading consumer brands.

Encountering AI in our day-to-day lives has only raised the stakes.

This shift, while intimidating, is driving innovation across the industry, prompting organizations to rethink how they connect with and serve their communities. The result? An industry-wide reevaluate of digital engagement strategies for utilities.

Digital Engagement Strategies for Utilities

In a recent Executive Q&A hosted by the Americas’ SAP Users’ Group (ASUG), I had the opportunity to share my thoughts on the ongoing digital transformation within the utility sector. 

As Vice President of Alliances and Business Development at InvoiceCloud, I’ve had the privilege of working closely with technology partners and utility organizations to navigate this rapidly evolving landscape. I was thrilled to share my perspective on how utilities are adapting to meet the demands of today’s digital-first world. 

At InvoiceCloud, we provide digital payment and customer engagement solutions to over 2,200 utility organizations across the United States. This broad reach gives us a front-row seat to the challenges and opportunities utilities face every day, from rising customer expectations to the integration of advanced technologies like AI and the increasing pressure to enhance service delivery. 

Executive Q&A with ASUG and InvoiceCloud

During the Q&A, we discussed how utilities are responding to these pressures by embracing digital tools, rethinking their customer engagement strategies, and investing in innovation to remain competitive. I highlighted how digital transformation is not just about meeting regulatory and operational demands — it’s also about creating a better experience for customers. 

Below are a few key highlights from our conversation, emphasizing the importance of proactive digital engagement, data-driven decision-making, and the need for utilities to evolve alongside consumer expectations. 

For those interested in a deeper dive into the full discussion, the complete Executive Q&A can be accessed here. 

Q: What’s driving the shift in utility customer expectations? 

A: Utility customers now expect the same seamless digital experiences they get from companies like Amazon or Uber. This shift presents both a challenge and an opportunity: utilities must modernize their engagement strategies to meet customers where they are digitally. 

Q: Where should utilities focus their innovation efforts? 

A: AI is a major focus, particularly in predictive analytics. For example, identifying who is likely to pay late next month can help utilities proactively manage collections. But to leverage AI effectively, utilities need a strong foundation of digital engagement and data. 

Q: How can utilities reach customers who are not digitally engaged? 

A: The idea that certain populations—like seniors or the underbanked—won’t go digital is outdated. With 97% of people owning mobile phones and 91% making purchases on them, the real challenge is making digital payment experiences as intuitive and engaging as those offered by consumer tech companies. 

AI for Digital Payments and More 

Utilities are at a pivotal moment. By embracing digital engagement, leveraging AI, and streamlining operations, they can meet rising customer expectations while supporting their workforce. 

The key is to act now. Incremental, measurable change can make a big difference. 

Digital transformation is no longer a future goal for utilities — it’s a present necessity. By embracing digital engagement, leveraging AI, and focusing on customer-centric innovation, utilities can not only meet today’s expectations but also build a more resilient and responsive future.