Beyond Bill Pay: The Mobile App as a Customer Lifeline

Utility mobile apps have evolved from convenience tools into essential customer channels. As affordability concerns grow, customers increasingly rely on apps to predict bills, manage payments, access assistance programs, understand usage, and stay informed during outages and emergencies. Yet a recent benchmark study by Mindgrub of 80 apps across 40 utilities found that fewer than one-third achieved a 4.5-star app store rating, highlighting persistent challenges with login friction, payment experiences, and overall usability. In this panel discussion, utility leaders will explore changing customer expectations, lessons learned from developing and improving mobile platforms, and emerging capabilities such as bill prediction, personalized usage insights, and AI-powered assistance. Attendees will gain practical strategies for strengthening engagement, satisfaction, and trust through the mobile channel.

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Moderated by: Dennis Goodman, Senior Consultant, Chartwell Inc.

Dennis Goodman is a seasoned customer experience leader and researcher with nearly 25 years of experience helping organizations understand customer needs and translate insights into action. He previously spent nine years at Salt River Project leading customer experience and market research efforts, where he partnered with senior leaders to implement insight-driven strategies and new service innovations, while also collaborating with external organizations to bring best practices across departments. Earlier in his career, he spent nearly a decade at J.D. Power, advising organizations across industries on improving customer satisfaction and loyalty.

Panelists: To Be Announced

 

 

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