The Future of Utility CX is Personalized, Predictive, and Always On
Affordability challenges touch every part of the utility, from the customer to the grid. Programs exist, but identifying the right customers, and connecting them to the right solutions at the right time, is difficult. Disparate data, limited visibility into behind-the-meter usage, and one-size-fits-all outreach often result in missed opportunities to deliver meaningful impact.
PacifiCorp (Pacific Power) and Avista are taking a different approach.
By leveraging AI-based, behind-the-meter energy intelligence, they’re transforming how they identify, prioritize, and engage income qualified (IQ) customers—moving from broad program outreach to precise, data-driven action that improves affordability outcomes and customer experience.
Join us April 16th at 12PM ET to hear how they’re operationalizing AMI data and AI to close the gap between eligibility, enrollment, and sustained participation:
- Achieving 90% customer satisfaction by identifying high-burden households from actual usage, not ZIP codes
- Cutting one customer's heating costs from $421 to $163 in one month (~$700 saved after three months)
- Reducing high-bill truck rolls by 27%
- Matching customers to the right programs based on real need — not proxies.
This session will focus on practical, scalable approaches you can apply today to improve affordability outcomes, strengthen customer trust, and ensure your programs deliver measurable impact.
