This playbook explains why treating customer engagement as an operational asset strengthens utility relationships and supports a resilient system.For decades, utilities have built their operational plans around metrics such as reliability, outage durations, system losses, and cost‑to‑serve—but as customers shift from traditional touchpoints like paper bills and phone calls to websites and apps, the old approach to customer building is no longer sufficient. Digital channels are rewriting when, how, where, and why customers engage, and the experience they have determines whether your interactions build confidence or erode it. This playbook explains why now is the time for utilities to rethink their customer relationships, offering practical guidance on shaping every interaction. You’ll discover 3 best practices to improve customer engagement, including ways to: Rethink how you communicate with customers through digital channelsDesign a cohesive, multi-channel experience that guides them through common questions and decisionsPractice proactive communication
