GDCX2026 - Customer Experience (CX) in the Indian Energy & Utility Sector

Changing Customer Expectations

Customers expect real-time updates, digital self-service, faster grievance redressal, and transparent billing—similar to banking and e-commerce experiences.

Digital Utilities & Smart Infrastructure

Smart meters, AMI, IoT, and digital platforms extend CX beyond call centers to apps, portals, alerts, and data-driven interactions.

Trust, Transparency & Compliance

Accurate billing, proactive outage communication, and responsive complaint handling build trust and meet regulatory mandates.

Operational Efficiency & Loss Reduction

Strong CX reduces complaints, improves first-time resolution, minimizes AT&C losses, and lowers operational costs through automation.

Customer-Centric Energy Transition

CX plays a key role in renewable adoption, demand response, EV integration, and sustainable energy programs.

Competitive Differentiation & Brand Reputation

In a competitive and privatized energy landscape, superior CX enhances brand credibility and stakeholder confidence.

CX as a Business Enabler

Effective CX enables energy and utility organizations to:

Improve service reliability and satisfaction
Strengthen customer trust and loyalty
Enhance digital adoption
Achieve regulatory excellence
Build future-ready, resilient utilities

15^thJuly 2026