Using Rate and Billing Data to Redefine the Customer Journey
Rate and billing data is one of a utility’s most valuable yet underused assets. When combined with proactive communications and digital self-service tools, it can reduce bill confusion, increase program participation, improve satisfaction, and drive lasting customer engagement. This session explores how leading utilities are using personalized billing experiences, usage dashboards, bill visualization, budget plan transparency, high-bill alerts, and tailored insights to support residential and commercial customers while addressing seasonal peaks and strategic objectives. Through real-world examples and customer research, attendees will gain a practical framework for turning billing data into a coordinated, customer-centric engagement strategy.
Speaker:
- Scott Engstrom, Chief Customer Officer, GridX
Scott Engstrom is the co-founder and Chief Customer Officer of GridX, the energy industry’s leading enterprise rate platform provider. He oversees the organization’s customer success, sales and business development functions and is responsible for ensuring a seamless experience across every touchpoint of the customer journey. Scott has more than 25 years of experience focusing on the utility and power industry, including as a portfolio manager with some of the world’s largest and reputable financial institutions. He is passionate about evangelizing the role of rate analytics and engagement in achieving utility decarbonization goals.
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