The utilities industry is undergoing its most significant transformation in decades. The shift to renewables, smart metering, distributed energy resources, and expanding deregulation are reshaping the relationship between utility companies and their customers. Customer experience is no longer a back-office concern; it is a front-line, competitive differentiator.
The Advanced Success Plan version for SAP Customer Experience solutions is designed precisely for this moment. It offers utilities customers a structured, continuously guided approach to maximizing value from SAP Customer Experience (SAP CX) investments, from first adoption through to AI-enabled optimization.
A sector in motion: why customer experience has become strategic for utilities
Four converging forces are making customer experience a boardroom priority for utilities and increasing the demand for structured, expert-led adoption support.
Energy transition and service complexity: Renewables, EV charging, solar feed-in tariffs, and demand response programs are adding new service dimensions. Customers expect their energy provider to manage this complexity seamlessly.
