The state of utility CX: 10 trends defining IUCX 2026
Every year, IUCX offers a clear snapshot of where the utility industry is headed. In 2026, the direction is unmistakable….
April 23, 2026
7 min read
Solutions
Customer engagement
Build more engaging, streamlined experiences to make audiences focused, satisfied and more positive about your brand.
overview
Engaging experiences
Enhance your approach to acquiring and retaining valuable customers. Our workflows put the customer first to clarify action, improve outcomes, increase call center productivity and drive long-term ROI.
how it works
Holistic engagement
Our intelligent workflows streamline experiences to make every customer touchpoint more human. Manage meaningful connections while delivering measurable operational impact throughout the entire customer journey.
benefits
Driving lasting customer impact
Our solutions are optimized to deliver on deeper customer engagement while reducing costs, increasing participation and staying compliant.
Moments that matter
Whether start/stop messaging or new customer account facilitation, every moment can be optimized to be an opportunity for customers to deeper engage with your brand.
Deeper connections
From surveys and chatbots to outbound notifications, we engineer every touchpoint to enhance interactions between your organization and your customer.
Measurable engagement
Analyze customer journeys to personalize communications and build more meaningful customer connections.
Empower teams
Get more out of contact center operations by automating processes and streamlining journeys to free up staff and make customers more engaged.
Simplify experiences
Harness automation and AI to streamline customer experiences. Deliver meaningful communications to millions of customers to build trust and ensure that every interaction strengthens relationships.
Compliance management
We’re leaders in following the latest industry-specific frameworks to manage risk and legal challenges.
use cases
Applications
Discover how our solutions enhance connections and deliver measurable impact.
case study
Transforming outreach with Conversations
A leading utility provider in North America’s High Energy Usage (HEU) program was providing essential energy efficiency retrofits and home improvements for low-income customers struggling with high utility bills.
The implementation of our conversations delivered immediate and significant improvements to program performance, including an over 5x increase in conversion rates.
outcomes
Measurable value
We’ve helped half of the top 25 US utility companies transform the way they manage outages.
$1.6BN
lost annually due to customers switching service brands.
88%
of customers expect experience to match product quality.
78%
of finance customers expect consistency in engagement channels.
resources
Set new standards in your industry
Get inspired by leaders humanizing connections and modernizing their operations.
Introducing ConveyIQ: A more intelligent way to power communication
Utilities and regulated industries are operating in a new communications reality. Customers expect timely, personalized updates. Regulators expect strict adherence…
April 20, 2026
3 min read
Building a storm-ready communication strategy: How LG&E and KU scaled proactive engagement
For utilities serving large, diverse service territories, storm communication is not just an operational necessity. It is a trust-building function…
April 20, 2026
6 min read
contact
Let’s imagine your success
Talk to us about how our intelligent workflows can modernize your customer experience operations and enhance your customer experience.