Table of Contents
1 . Criteria for Selecting the Best Customer Experience Software in Utilities
2. Top 11 Customer Experience Software for Utilities
Utility companies are directly accountable for making the basic amenities of life accessible to the general public. With that said, this sector has been slow to catch up with digital renovations, leading to a disconnect between companies and their consumers.
According to a survey by J.D. Power, the overall customer satisfaction in the electrical utility sector in the US declined for the 4th consecutive year in 2024, falling to 707 points (on 1,000). Customer care and billing & payment solutions saw the biggest decline – both by 11 points.
Effective modern customer experience software can easily bridge this gap between service delivery and technology. This software helps companies improve utility customer satisfaction, empower employees to deliver better service, and manage risk and compliance easily. It also helps consolidate customer information in a single data bank, enabling insightful analytics and data-backed decisions.
This blog sums up the best customer experience software in utilities to help you reimagine your customer-centric operations and deliver memorable services to your end users.
Criteria for Selecting the Best Customer Experience Software in Utilities
Delivering exemplary customer experience in utilities differs slightly from CX in the private sector. Listed below are the critical criteria that can help you select the best-suited software:
- Size of your utility: This figure influences the scalability requirements and capacity a customer experience software is expected to handle. Smaller utilities can get along with simpler solutions, but larger companies may need complex capabilities (like analytics).
- Types of services: Different utilities, like water, electricity, gas, etc., have different billing mechanisms, calculations, and cycles. Make sure the solution you choose supports the services you offer.
- Integration capabilities: If you have existing enterprise systems (like a CRM), you should select CX software that provides seamless integration support. Look for APIs or plugins for third-party integrations.
- Customer empowerment tools: As reported by Precedence Research, the self-service technology market is expanding at a CAGR of 10.58%. Today’s customers anticipate businesses to offer a knowledge base and self-service solutions. Focus on software that delivers these features.
- Bill insight and analytics: Billing insights and analytics empower you to make data-powered decisions, a critical requirement for continuous improvement.
Top 11 Customer Experience Software for Utilities
According to a report by Oracle, about 60% of utility companies seek focused, purpose-built solutions for customer experience management. Here is a curated list of the top 11 customer experience software for utilities in 2025:
1. Kapture CX
Features
- Self-serve 2.0: Real-time updates across channels, simplify billing by providing chatbots access to billing history, deliver tailored energy-saving tips based on specific consumption data, and more.
- Bots: Guarantee customer satisfaction with empathetic responses from voice bots, deliver great CX with bots for every channel, including email, Instagram, and Facebook.
- Agent Suite: Smart routing based on location, urgency, priority, and more for faster resolution, unified customer view for solving billing disputes, streamline omnichannel service, real-time agent assistance, and more.
- Conversation intelligence: Automate quality and assurance, real-time summaries for billing, prediction for support spikes during peak seasons, customer insights for personalization, and more.
Highlights
Kapture CX offers industry-specific solutions featuring utility-dedicated tools developed with native AI trained on LLMs in the American energy sector.
2. Oracle Utilities Customer Experience
Oracle’s CX suite for utilities focuses on providing a simple and intuitive experience by offering customer lifecycle management.
Features
- Agent Service: Prebuilt integrations for omnichannel experiences, relevant insights, next-best actions, predictive answers for questions, and more.
- Sales and Account Management: 360-degree view of accounts, AI-guided recommendations, automation of billing and usage inquiry, complete view of customer interactions.
- Marketing Campaigns: Send proactive service notifications, scale effective marketing campaigns, advanced segmentation to send personalized offers, etc.
- Digital Self-Service: Personalized, relevant communications, real-time information, instant feedback, etc.
- Field Service: Real-time appointment visibility, productivity-enhancing tools, real-time collaboration, and knowledge sharing.
Highlights
Oracle Utilities Customer Experience allows you to manage marketing operations and field service from the same platform, reducing dependency on external solutions for these aspects.
3. OpenText Total Experience for Utilities
This platform focuses on eliminating siloes within your backend operations to promote great CX in utilities.
Features
- Communications: Personalized customer communications, centralized CCM, intuitive customer engagement platform, dynamic templates, and more.
- WebCMS: Modular content management, integration, and management of audience data, AI customer experiences with OpenText Experience Aviator, etc.
- DAM: AI-powered search to access the right content, aligned approval processes for employees and partners, custom workflows, and seamless integrations.
- Process automation: Low-code, drag-and-drop modeling, content-rich apps for modern work, orchestration of information flows, and more.
- Content management: Task automation, access simplification, single-window visibility for content and related processes, consolidating content from different interfaces, etc.
Highlights
OpenText Total Experience for Utilities unifies employee, operational, and customer data on a single platform, enabling exemplary CX across all touchpoints.
4. ServiceNow
This platform helps you enhance your operational efficiencies and improve service value through connected operations.
Features
- Consolidated operations: Features to unite legacy systems to help you create an integrated platform where you get end-to-end data visibility and optimize service delivery.
- Employee experiences: Workflow automation to connect your teams, features to enhance customer service and in-field service.
- Customer journey: Automated updates to simplify experiences, self-service tools, proactive detection of issues, and solving them before customers notice.
Highlights
ServiceNow’s solution for customer experience in utilities allows you to proactively manage and address outages by automatically gathering smart grid data.
5. Kraken by Octopus Energy
Kraken is one of the best customer experience software in utilities. It empowers users to explore new revenue streams and make notable operational savings.
Features
- Billing and CRM: Full view of billing information, access to entire meter data, AI-powered productivity tools, Customer Information System, and more.
- Flexibility Management: Integrated control over assets, manage demand with Shape Load, enhance visibility into DER behavior across your network, and more.
- Field Operations: Scale installations of smart technologies, enhance workforce management with a single platform, advanced scheduling and route optimization, and more.
- Distribution management: Manage generation, distribution, and supply from one platform and lower your operating costs by up to 40%.
Highlights
Use Kraken to improve product innovation using its end-to-end AI-driven platform and tools.
6. Amplitude
This is a product analytics and event-tracking platform ideal for companies seeking to gain insight into their operations.
Features
- Action: Gather customer insights and take data-backed actions to improve engagement, offer personalized experiences, deliver in-product communication, and more.
- Insights: Use qualitative and quantitative insights to understand customer behavior and highlight what frustrates or pleases them.
- Data: Effectively enhance the governance, management, and security of customer data gathered from any source. Using inbuilt tools, enhance data accessibility and improve collaboration.
Highlights
Use Amplitude to get customer data and deep insights to design exemplary experiences for your customers.
7. SAP Customer Experience for Utilities
SAP for utilities offers a comprehensive solution of which customer experience design is a part. Other products include Cloud ERP, Core Utilities Processes, Asset Management, AI, and more.
Features
- Customer service management: Connect your utilities processes across SAP solutions to offer holistic services to customers.
- Customer engagement: Maximize customer lifetime value by providing data-powered personalization and automated omnichannel experiences.
- Self-service: Deliver modernized, digital self-service experiences compatible with any device.
Highlights
The SAP solution for utilities allows you to tackle other aspects, such as measurement management, collaborative asset management, performance, and CX, which is a bonus.
8. IBM Watson Customer Engagement
IBM brings the power of AI into customer experience for utilities with Watsonx. It is a customizable AI suite you can use to design customer experiences and accelerate business outcomes.
Features
- AI: Choose from open-source foundation models, use your own, or choose from the Watsonx list and run it across any cloud environment. Develop responsible AI models on your enterprise data using transparent technology, good governance, and security. Embed your custom AI solutions seamlessly into various use cases and transform customer experience processes.
- Productivity: Automate development tasks, streamline workflows, develop custom applications for customers, manage and integrate enterprise data, and more.
Highlights
IBM Watsonx is an efficient AI platform that allows you to build customized solutions to solve your business’s customer experience challenges.
9. Salesforce Energy & Utilities Cloud
Salesforce is a leading name across many verticals. It also offers utility-focused solutions that combine automation, intelligence, and real-time data on a single platform.
Features
- AI-Powered automation: Smart utility contact center that automates and unifies digital self-service, AgentForce assistant to speed up case resolution with quick answers, “My Account” for customer self-service, and more.
- Data and relationships: Reliable tools for CPQ focused on customer experience for energy and utilities, order management, personalized engagement and sales, etc.
- Flawless experiences: Comprehensive data models to help build, deploy, and manage your operations, a single interface to manage support tickets, incident management, etc.
Highlights
Salesforce is a holistic platform that includes all the tools needed to streamline utility operations. However, it is more suitable for those who already use Salesforce products.
10. Microsoft Dynamics 365 for Utilities
Microsoft 365 for power and utilities helps you redefine how you operate the grid, serve your customers, and streamline operations.
Features
- Workforce: Automate workflows and utilize AI-powered recruiting, learning, and training.
- Operations: Optimize your supply chains and enhance productivity by using AI to power your energy systems.
- Net-zero commitments: Use data to reduce emissions, enhance carbon-free energy, and decarbonize the energy chain.
- Products: MS Power BI for analytics, MS Teams for collaboration, Dynamics 365 Remote Assist for field workers, MS Power Platform for low-code development, and more.
Highlights
Microsoft for power and utilities is a modular solution that you can assemble according to your needs.
11. Genesys Cloud CX for Utilities
Genesys Cloud CX for Utilities is a contact center platform powered by AI that offers a plethora of other capabilities as well.
Features
- Contact center software: Automatic call distribution, analytics and reporting, IVR and self-service, Inbound and Outbound, unified communications and collaboration, etc.
- Digital channels: Email, web messaging, SMS, social media and messaging apps, co-browsing and screen sharing, chatbots, and more.
- AI and automation: Predictive routing, predictive engagement, agent copilot, virtual agent, and more.
- Customer journey management: Customer journey analytics, customer journey data management, orchestration, and management.
Highlights
Use this platform for customer experience in utilities to control and enhance customer experiences for any customer-employee interaction.
Future Trends in Customer Experience for Utilities
According to Rebecca Leung, Senior Analyst (Gartner), “Personalization is no longer a ‘nice to have,’ it’s a ‘must-have’ for utilities that want to compete and thrive in the future.”
Let’s look at five key customer experience trends in utilities that impact the sector going forward:
1. Smart technologies
Use IoT and smart meters to revolutionize data collection and bill management. These devices enable real-time data collection and strategize pricing models to control overconsumption.
2. Cybersecurity
Data digitalization brings companies within the purview of data privacy and cybersecurity laws. Modern trends in cybersecurity include applying blockchain-based digital security and multiple authentication factors.
3. Eco-friendly services
The stress on sustainability and eco-friendliness is heavy in contemporary times. Trends include adopting paperless billing, promoting energy-friendly usage practices, recommending gadgets and devices that are energy-efficient, etc.
4. Personalization
Companies like Pacific Gas and Electric offer “My Energy,” a personalized solution that provides individualized tips and practices to optimize energy use based on customers’ usage data.
5. Self-Service
Today’s customers prefer self-service options as they have become more tech-savvy. Companies are reinventing their service portals by offering more self-service opt ions. Platforms such as Kapture CX’s Self-Serve 2.0 prove to be effective as they help with 77% faster problem resolution and 30% cost reductions.
6. Connected homes
Connected devices at home, much like IoT, are gaining traction in residences. Utilities can leverage this data to provide energy usage insights on consumers’ bills and raise awareness about mindful energy usage.
Final Words
The energy and utilities sector requires specialized solutions to manage customer experiences. Even with industry-focused software, it can be challenging to find a solution that meets all the requirements.
This is where Kapture CX can make a difference in your operations. Kapture CX fuels smarter interactions with real-time updates, simplified billing, seamless service requests, and instant answers to FAQs. The self-service module incorporates AI at its core to provide enhanced customer satisfaction with improved availability and scalability.
You can also leverage email bots, WhatsApp chatbots, Instagram chatbots, Facebook chatbots, and web bots to solve customer queries. Furthermore, Kapture empowers your agents with conversation history, seamless handover, and consistent branding to enhance customer experience.
Explore Kapture CX today to discover dedicated advantages for the utility sector.
