The State of CX for Energy & Utility Companies
We surveyed 200 C-suite executives across the United States to understand how they’re navigating today’s challenges—and what strategies they’re using to not just weather the disruption, but actively transform their people, processes, and technologies. Ultimately, we wanted to learn how they plan to stay relevant, grow market share, and remain competitive in a rapidly evolving landscape.
What you’ll get from this report:
- Gain a strong understanding of how and where companies are implementing AI.
- See what challenges companies are experiencing with AI adoption – and see how you could avoid similar pitfalls.
- Understand how AI is restructuring organizations and job roles – and how they are managing this change.
- Understand how businesses are implementing ‘reskilling’ and ‘upskilling’ within their organization and the issues they are facing.
- See how and why many companies are retooling their onboarding and new hire training programs to stay competitive.
- Get a first-hand look at the threat of the “Peak 65” wave that is hitting now and into 2027.
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We understand the challenges you're facing and we know how to help
Utilities are absorbing simultaneous shocks: customer bills have risen (average U.S. residential bill reached ~$144 in 2024), while capital needs are exploding to harden and expand the grid and connect new loads (records in 2024 and >$1.1T projected 2025–2029).
At the same time, reliability risks persist under extreme weather; AI/data-center load is reshaping demand forecasts; and interconnection backlogs and permitting slow the addition of new supply.
Workforce churn and experience gaps intensify execution risk. Cyber threats continue to evolve, while gas utilities face tighter LDAR and methane-related rules that add compliance cost and data/tech requirements.
NRG can help leaders stabilize costs and execution by prioritizing capex and rate strategy, streamlining workforce pipelines and knowledge transfer, operationalizing AI where it pays back, and building a pragmatic tech & cyber roadmap tied to reliability and customer outcomes.
Contact us today to learn more.