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Navigating Change: Three Key Trends Shaping the Utility Industry

As the utility sector evolves, leaders are facing a complex landscape shaped by affordability, digital transformation, and the rise of the empowered “prosumer.” Chartwell Senior Analyst Casey Collins recently shared key trends currently impacting the utility industry. These views are based on Chartwell’s recent Utility Executive research and Leadership Council discussions.

👉 On the blog: Chartwell Releases 2025 Digital Experience Benchmarks Report

  1. Affordability and Strategic Investment

Utility executives are increasingly prioritizing customer affordability. With rising financial pressures and necessary rate increases to fund infrastructure modernization, utilities must balance investment with customer sensitivity to cost. Customers want value for their money and expect proactive support—such as personalized energy-saving tips and access to financial assistance programs. Notably, awareness of these programs remains consistent across income levels, highlighting the need for ongoing outreach, especially to vulnerable customers. Building trust is essential; when utilities invest in areas customers value, such as reliability and security, trust levels rise.

  1. The Digital Self-Service Revolution

Digitalization is transforming how utilities operate and interact with customers. Investments in user-friendly websites, mobile apps, and AI-powered chatbots are streamlining routine tasks like bill payments and service inquiries. This shift reduces operational costs and enhances convenience, giving customers 24/7 control over their accounts. However, a seamless digital experience is crucial—any friction can quickly lead to frustration and negative perceptions.

  1. The Rise of the Prosumer and Clean Energy Transition

Customers are no longer just consumers; many are becoming “prosumers,” generating their own energy through solar panels, EV chargers, and battery storage. Utilities must manage the two-way flow of energy, maintain grid stability, and develop new programs like virtual power plants. Customers seek empowerment and want tools to manage their energy use, sell excess power, and participate in a cleaner future. Utilities are moving beyond service providers to become true partners in sustainability.

As we move into 2026, these trends underscore the importance of strategic investment, digital innovation, and customer empowerment. Utilities that focus on building trust and delivering value will be best positioned to navigate the challenges ahead.

 

Learn more about the Customer Experience Leadership Council by contacting Tim Herrick.

 

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