The Resilient Household: Rethinking Customer Support, Affordability, and Payment Stability
As economic pressures increase and utility bills rise, utilities are re-examining how they support vulnerable customers while maintaining financial stability. Traditional assistance programs—such as static discounts or crisis-driven interventions—are increasingly giving way to more dynamic approaches that encourage long-term payment stability and stronger customer relationships. This session will explore how utilities are redesigning customer affordability programs through data-driven insights, flexible payment arrangements, and new approaches to arrearage management.
Panelists will discuss emerging models such as percentage-of-income payment plans, behavioral payment programs, and strategies for identifying energy burden using customer data and analytics. Participants will also examine the evolving role of billing and payment platforms in supporting these programs and the opportunities for utilities to better align credit policies, customer engagement, and financial assistance programs.
Attendees will leave with practical insights into how utilities can support financially stressed customers while improving payment consistency, reducing arrearages, and strengthening the long-term sustainability of customer programs.
Panelists: To Be Announced
