New Technology and Evolving Expectations Define the Horizon for Residential Digital Experience
The foundation of the utility industry's residential customer digital service is defined by widespread adoption, continuous innovation, and a clear focus on customer centricity. As utilities expand their digital offerings, they are also investing in the quality, accessibility, and integration of these channels. A seamless digital experience is not only desired and expected by residential consumers; it is becoming an increasing priority of leadership across the industry.
This report explores common practices across utilities, customer expectations and preferences, the impact of new digital initiatives, and perspectives on where the industry is heading during a transformative period of changing technology.
This analysis supports and complements Chartwell’s 2025 Digital Experience Industry Survey Datasheet and Benchmarks. The report contains insights from EPB, Hydro Ottawa, NiSource, PNM, Salt River Project, Seattle City Light, SMUD, Southern California Edison, Toronto Hydro, and others.
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