After experiencing a century or so of stable and consistent business conditions, the utility industry over the last 10 years has faced unprecedented change — including paradigm shifts that will revolutionize how utilities do business. Chiefly, the advent of distributed energy resources means the grid is no longer just a one-way street to manage from generation, to transmission, and on to distribution to end users. Some consumers, by deploying solar and wind generation, and using better battery storage technology, have evolved into “prosumers.” Also, the pressure for ”greening” the energy grid continues to surge. All these shifts, in concert, have dramatically altered how utility companies engage with their consumers and elevated the demand to deliver world-class CX. This means enabling energy end users to connect with the utility at any time, and for any reason. It also entails utilities going far beyond the facilitation of monthly bills and payment methods, to omnichannel customer service platforms, AI chatbots, hyperpersonalization, and other cutting-edge technologies and services. In short, customers have begun to demand the type of CX they have grown accustomed to receiving from providers in other areas of their life, notably retail and finance.