How utilities confront disruption with focus on customers and digital transformation

Utilities starting with customer experience are able to successfully drive operational excellence and return on investment in front- and middle-office digital transformation programs. While thoughtfully increasing customer value, they have been incrementally building the scaffolding for big data, real-time analytics, AI, and ML. When faced with the massive disruption of the past few months, these utilities already had a strong cultural, organizational, and technological structure to build on.