The Customer Experience Shift

At BOOST 25, the panel roundtable “The Customer Experience Shift” explores how customer mindset shift, customer expectations, diversification in utility products like dynamic pricing, decentralized generation, and behind-the-meter services, is transforming customer service. Customers are more vocal then ever and expect the utility to communicate in their preferred manner, apps, tools.

At the same time more complex products and offerings are needed to enable the energy transition and to give customers better social affordable energy for their homes. As utilities move beyond commodity supply into value-added offerings such as EV charging, home batteries, and solar integration, service teams face new complexities in support, communication, and education.

This session features real-world insights, including how one provider enables customers to monitor and optimize behind-the-meter assets through a unified digital platform: improving both self-service and satisfaction. Experts will discuss how to maintain clarity and responsiveness across these expanded journeys. The goal: to show how modern service models can turn complex offerings into intuitive, value-driven experiences.