{"id":42639,"date":"2025-09-18T17:34:56","date_gmt":"2025-09-18T22:34:56","guid":{"rendered":"https:\/\/www.openintl.com\/ambienteTrabajo2\/?p=42639"},"modified":"2025-09-29T10:45:13","modified_gmt":"2025-09-29T15:45:13","slug":"bridging-digital-divide-5-obstacles-blocking-utility-cx-transformation","status":"publish","type":"post","link":"https:\/\/www.openintl.com\/ambienteTrabajo2\/bridging-digital-divide-5-obstacles-blocking-utility-cx-transformation\/","title":{"rendered":"Bridging the Digital Divide: 5 Obstacles Blocking Utility CX Transformation"},"content":{"rendered":"\t\t
\n\t\t\t\t\t\t
\n\t\t\t\t\t\t
\n\t\t\t\t\t
\n\t\t\t
\n\t\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\"\"\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t

Utilities face mounting pressure: customers expect seamless digital engagement, but legacy systems and organizational inertia hinder progress. As customer digital expectations continue to rise, utilities must confront the root causes behind stagnant satisfaction scores and digital underperformance. To overcome this, utilities should explore what key obstacles are slowing CX progress to understand how to meet tomorrow\u2019s expectations. <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
\n\t\t\t\t\t\t
\n\t\t\t\t\t
\n\t\t\t
\n\t\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t

In today\u2019s connected world, customers expect their utility to be as responsive and intuitive as their favorite consumer apps. Yet, many utilities lag, challenged by outdated systems, siloed data, and rising customer frustration. As rates increase, so do customer digital demands. In fact, <\/span>85% of utility customers<\/span><\/b> now expect real-time alerts, personalized billing insights, and reliable self-service options <\/span>[1]<\/span><\/b>. However, only a fraction of utilities are delivering on these expectations.\u00a0<\/span>\u00a0<\/span><\/p>

What\u2019s holding them back, and how can they leap forward?<\/span>\u00a0<\/span><\/p>

1. Legacy Systems & Siloed Data<\/span><\/b>\u00a0<\/span><\/p>

Many utilities still operate on aging customer service and billing (CIS), workforce management, and CRM platforms that were never designed for today\u2019s digital-first customer expectations. These legacy systems often require manual workarounds, limiting the ability to deliver real-time updates or support dynamic interactions. As a result, critical customer data usually remains locked in disconnected silos. This affects omnichannel service, delays responses, hinders AI integration, and renders personalization nearly impossible, ultimately undermining trust and brand perception.\u00a0<\/span>\u00a0<\/span>\u00a0<\/span><\/p>

2. Digital Channel Gaps<\/span><\/b>\u00a0<\/span><\/p>

Despite <\/span>78% of customers wanting<\/span><\/b> to receive outage alerts via text or email <\/span>[2]<\/span><\/b>, many utilities still lack these capabilities. Industry surveys confirm that less than half of utilities provide real-time outage communications or allow customers to manage their accounts fully online. Without robust digital channels, utilities risk diminishing engagement and alienating digitally savvy consumers.\u00a0<\/span>\u00a0<\/span>\u00a0<\/span><\/p>

3. Rising Costs, Shrinking Satisfaction<\/span><\/b>\u00a0<\/span><\/p>

As utility rates continue to rise, driven by inflation, infrastructure upgrades, and energy transition efforts, customers are growing more sensitive to the value they receive. When higher bills don\u2019t improve service quality or communication, dissatisfaction rises quickly. In fact, the American Customer Satisfaction Index for utilities slipped to <\/span>74<\/span><\/b>\u202f<\/span><\/b>\/<\/span><\/b>\u202f<\/span><\/b>100<\/span><\/b> this year, its lowest level in five years <\/span>[3]<\/span><\/b>. Enhancing digital services, offering proactive communication, and simplifying billing demonstrate value and keep customer sentiment positive.<\/span>\u00a0<\/span><\/p>

4. Talent & Cultural Barriers<\/span><\/b>\u00a0<\/span><\/p>

CX transformation requires more than technology; it demands a shift in mindset, structure, and skills. Many utilities struggle to attract or retain digital talent with the experience needed to design and implement modern CX strategies. Additionally, internal resistance to change can be deeply rooted in long-standing operational models. Empowering employees with training, cross-functional collaboration, and clear cx ownership can drive meaningful progress.<\/span>\u00a0<\/span><\/p>

5. Regulatory & Vulnerable Customer Mandates<\/span><\/b>\u00a0<\/span><\/p>

Utilities are under increasing pressure to meet regulatory requirements while ensuring equitable service to vulnerable customers. This includes offering flexible payment arrangements, multilingual support, and proactive communication around service interruptions or billing changes. Without the right digital tools and automation, utilities risk falling short of both regulatory standards and customer needs, potentially incurring penalties and damaging public trust.<\/span>\u00a0<\/span><\/p>

\u00a0<\/span><\/p>

Bridging the Gap<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/h3>

To overcome these challenges, utilities must focus on developing a customer-centric vision and a unified, future-ready digital ecosystem that streamlines applications and processes, rather than introducing standalone systems. This CX-focused platform should deliver:<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\"\"\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t
<\/figcaption>\n\t\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t

Utilities stand at a crossroads. Customer expectations are higher than ever, yet systems and culture lag. The five obstacles: legacy tech, digital gaps, cost pressures, talent shortages, and compliance demands are not insurmountable. By adopting modern CX platforms, utilities can bridge the digital divide, regain customer trust, and justify rate increases with superior service. The path forward starts with choosing a flexible, intelligent platform today.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>

Continue your journey by exploring our CX series, where we take a closer look at what utility customers truly expect from modern CX. Discover more about Open\u2019s CX readiness assessment and how our all-in-one solution is transforming utility experiences.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>

\u00a0<\/p>

References<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/h3>

[2]<\/span><\/b> J.D. Power, U.S. Utility Digital Experience Study, 2023, <\/span>https:\/\/www.jdpower.com\/business\/press-releases\/2023-us-utility-digital-experience-study<\/span><\/a>\u00a0<\/span><\/p>

[3]<\/span><\/b> American Customer Satisfaction Index, Satisfaction Benchmarks by Category, 2025,\u00a0<\/span>\u00a0<\/span>https:\/\/www.jdpower.com\/business\/press-releases\/2025-us-utility-digital-experience-study<\/span><\/a>\u00a0<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t

\n\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t
\r\n \r\n \"Talk\r\n <\/a>\r\n<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
\n\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t

Ready to elevate your utility capabilities?<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t

Contact us today to discover how Smartflex can transform your operations and drive future-ready growth.<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tCONTACT NOW<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

Utilities face mounting pressure: customers expect seamless digital engagement, but legacy systems and organizational inertia hinder progress. As customer digital expectations continue to rise, utilities must confront the root causes behind stagnant satisfaction scores and digital underperformance.<\/p>\n","protected":false},"author":9,"featured_media":42650,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[60],"tags":[],"class_list":["post-42639","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-industry-articles","generate-columns","tablet-grid-50","mobile-grid-100","grid-parent","grid-33"],"acf":[],"yoast_head":"\nBridging the Digital Divide: 5 Obstacles Blocking Utility CX Transformation<\/title>\n<meta name=\"description\" content=\"Utilities should explore what key obstacles are slowing CX progress to understand how to meet tomorrow\u2019s expectations.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Bridging the Digital Divide: 5 Obstacles Blocking Utility CX Transformation\" \/>\n<meta property=\"og:description\" content=\"Utilities should explore what key obstacles are slowing CX progress to understand how to meet tomorrow\u2019s expectations.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.openintl.com\/ambienteTrabajo2\/bridging-digital-divide-5-obstacles-blocking-utility-cx-transformation\/\" \/>\n<meta property=\"og:site_name\" content=\"Open Intelligence\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/OpenSmartflex\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-09-18T22:34:56+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-09-29T15:45:13+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-content\/uploads\/2025\/09\/cx-in-utilities-00.jpeg\" \/>\n\t<meta property=\"og:image:width\" content=\"7040\" \/>\n\t<meta property=\"og:image:height\" content=\"3840\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Oscar Garcia\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@opensmartflex\" \/>\n<meta name=\"twitter:site\" content=\"@opensmartflex\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Oscar Garcia\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/bridging-digital-divide-5-obstacles-blocking-utility-cx-transformation\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/bridging-digital-divide-5-obstacles-blocking-utility-cx-transformation\/\"},\"author\":{\"name\":\"Oscar Garcia\",\"@id\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/#\/schema\/person\/43d525f6634d15ab4484ee51612ef69a\"},\"headline\":\"Bridging the Digital Divide: 5 Obstacles Blocking Utility CX Transformation\",\"datePublished\":\"2025-09-18T22:34:56+00:00\",\"dateModified\":\"2025-09-29T15:45:13+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/bridging-digital-divide-5-obstacles-blocking-utility-cx-transformation\/\"},\"wordCount\":702,\"publisher\":{\"@id\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/bridging-digital-divide-5-obstacles-blocking-utility-cx-transformation\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-content\/uploads\/2025\/09\/cx-in-utilities-00.jpeg\",\"articleSection\":[\"Industry articles\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/bridging-digital-divide-5-obstacles-blocking-utility-cx-transformation\/\",\"url\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/bridging-digital-divide-5-obstacles-blocking-utility-cx-transformation\/\",\"name\":\"Bridging the Digital Divide: 5 Obstacles Blocking Utility CX Transformation\",\"isPartOf\":{\"@id\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/bridging-digital-divide-5-obstacles-blocking-utility-cx-transformation\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/bridging-digital-divide-5-obstacles-blocking-utility-cx-transformation\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-content\/uploads\/2025\/09\/cx-in-utilities-00.jpeg\",\"datePublished\":\"2025-09-18T22:34:56+00:00\",\"dateModified\":\"2025-09-29T15:45:13+00:00\",\"description\":\"Utilities should explore what key obstacles are slowing CX progress to understand how to meet tomorrow\u2019s expectations.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/bridging-digital-divide-5-obstacles-blocking-utility-cx-transformation\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.openintl.com\/ambienteTrabajo2\/bridging-digital-divide-5-obstacles-blocking-utility-cx-transformation\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/bridging-digital-divide-5-obstacles-blocking-utility-cx-transformation\/#primaryimage\",\"url\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-content\/uploads\/2025\/09\/cx-in-utilities-00.jpeg\",\"contentUrl\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-content\/uploads\/2025\/09\/cx-in-utilities-00.jpeg\",\"width\":7040,\"height\":3840},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/bridging-digital-divide-5-obstacles-blocking-utility-cx-transformation\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Bridging the Digital Divide: 5 Obstacles Blocking Utility CX Transformation\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/#website\",\"url\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/\",\"name\":\"Open Intelligence\",\"description\":\"Software for utility companies\",\"publisher\":{\"@id\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/#organization\"},\"alternateName\":\"Open\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/#organization\",\"name\":\"Open Intelligence\",\"url\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-content\/uploads\/2022\/09\/cropped-color-open-intelligence-logo-1.png\",\"contentUrl\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-content\/uploads\/2022\/09\/cropped-color-open-intelligence-logo-1.png\",\"width\":974,\"height\":378,\"caption\":\"Open Intelligence\"},\"image\":{\"@id\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/OpenSmartflex\/\",\"https:\/\/x.com\/opensmartflex\",\"https:\/\/www.linkedin.com\/company\/weareopenintelligence\",\"https:\/\/www.youtube.com\/channel\/UCHpHSdiqVTs0OvdEYJxCqiQ\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.openintl.com\/ambienteTrabajo2\/#\/schema\/person\/43d525f6634d15ab4484ee51612ef69a\",\"name\":\"Oscar Garcia\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Bridging the Digital Divide: 5 Obstacles Blocking Utility CX Transformation","description":"Utilities should explore what key obstacles are slowing CX progress to understand how to meet tomorrow\u2019s expectations.","robots":{"index":"noindex","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"og_locale":"en_US","og_type":"article","og_title":"Bridging the Digital Divide: 5 Obstacles Blocking Utility CX Transformation","og_description":"Utilities should explore what key obstacles are slowing CX progress to understand how to meet tomorrow\u2019s expectations.","og_url":"https:\/\/www.openintl.com\/ambienteTrabajo2\/bridging-digital-divide-5-obstacles-blocking-utility-cx-transformation\/","og_site_name":"Open Intelligence","article_publisher":"https:\/\/www.facebook.com\/OpenSmartflex\/","article_published_time":"2025-09-18T22:34:56+00:00","article_modified_time":"2025-09-29T15:45:13+00:00","og_image":[{"width":7040,"height":3840,"url":"https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-content\/uploads\/2025\/09\/cx-in-utilities-00.jpeg","type":"image\/jpeg"}],"author":"Oscar Garcia","twitter_card":"summary_large_image","twitter_creator":"@opensmartflex","twitter_site":"@opensmartflex","twitter_misc":{"Written by":"Oscar Garcia","Est. reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.openintl.com\/ambienteTrabajo2\/bridging-digital-divide-5-obstacles-blocking-utility-cx-transformation\/#article","isPartOf":{"@id":"https:\/\/www.openintl.com\/ambienteTrabajo2\/bridging-digital-divide-5-obstacles-blocking-utility-cx-transformation\/"},"author":{"name":"Oscar Garcia","@id":"https:\/\/www.openintl.com\/ambienteTrabajo2\/#\/schema\/person\/43d525f6634d15ab4484ee51612ef69a"},"headline":"Bridging the Digital Divide: 5 Obstacles Blocking Utility CX Transformation","datePublished":"2025-09-18T22:34:56+00:00","dateModified":"2025-09-29T15:45:13+00:00","mainEntityOfPage":{"@id":"https:\/\/www.openintl.com\/ambienteTrabajo2\/bridging-digital-divide-5-obstacles-blocking-utility-cx-transformation\/"},"wordCount":702,"publisher":{"@id":"https:\/\/www.openintl.com\/ambienteTrabajo2\/#organization"},"image":{"@id":"https:\/\/www.openintl.com\/ambienteTrabajo2\/bridging-digital-divide-5-obstacles-blocking-utility-cx-transformation\/#primaryimage"},"thumbnailUrl":"https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-content\/uploads\/2025\/09\/cx-in-utilities-00.jpeg","articleSection":["Industry articles"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.openintl.com\/ambienteTrabajo2\/bridging-digital-divide-5-obstacles-blocking-utility-cx-transformation\/","url":"https:\/\/www.openintl.com\/ambienteTrabajo2\/bridging-digital-divide-5-obstacles-blocking-utility-cx-transformation\/","name":"Bridging the Digital Divide: 5 Obstacles Blocking Utility CX Transformation","isPartOf":{"@id":"https:\/\/www.openintl.com\/ambienteTrabajo2\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.openintl.com\/ambienteTrabajo2\/bridging-digital-divide-5-obstacles-blocking-utility-cx-transformation\/#primaryimage"},"image":{"@id":"https:\/\/www.openintl.com\/ambienteTrabajo2\/bridging-digital-divide-5-obstacles-blocking-utility-cx-transformation\/#primaryimage"},"thumbnailUrl":"https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-content\/uploads\/2025\/09\/cx-in-utilities-00.jpeg","datePublished":"2025-09-18T22:34:56+00:00","dateModified":"2025-09-29T15:45:13+00:00","description":"Utilities should explore what key obstacles are slowing CX progress to understand how to meet tomorrow\u2019s expectations.","breadcrumb":{"@id":"https:\/\/www.openintl.com\/ambienteTrabajo2\/bridging-digital-divide-5-obstacles-blocking-utility-cx-transformation\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.openintl.com\/ambienteTrabajo2\/bridging-digital-divide-5-obstacles-blocking-utility-cx-transformation\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.openintl.com\/ambienteTrabajo2\/bridging-digital-divide-5-obstacles-blocking-utility-cx-transformation\/#primaryimage","url":"https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-content\/uploads\/2025\/09\/cx-in-utilities-00.jpeg","contentUrl":"https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-content\/uploads\/2025\/09\/cx-in-utilities-00.jpeg","width":7040,"height":3840},{"@type":"BreadcrumbList","@id":"https:\/\/www.openintl.com\/ambienteTrabajo2\/bridging-digital-divide-5-obstacles-blocking-utility-cx-transformation\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.openintl.com\/ambienteTrabajo2\/"},{"@type":"ListItem","position":2,"name":"Bridging the Digital Divide: 5 Obstacles Blocking Utility CX Transformation"}]},{"@type":"WebSite","@id":"https:\/\/www.openintl.com\/ambienteTrabajo2\/#website","url":"https:\/\/www.openintl.com\/ambienteTrabajo2\/","name":"Open Intelligence","description":"Software for utility companies","publisher":{"@id":"https:\/\/www.openintl.com\/ambienteTrabajo2\/#organization"},"alternateName":"Open","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.openintl.com\/ambienteTrabajo2\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.openintl.com\/ambienteTrabajo2\/#organization","name":"Open Intelligence","url":"https:\/\/www.openintl.com\/ambienteTrabajo2\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.openintl.com\/ambienteTrabajo2\/#\/schema\/logo\/image\/","url":"https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-content\/uploads\/2022\/09\/cropped-color-open-intelligence-logo-1.png","contentUrl":"https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-content\/uploads\/2022\/09\/cropped-color-open-intelligence-logo-1.png","width":974,"height":378,"caption":"Open Intelligence"},"image":{"@id":"https:\/\/www.openintl.com\/ambienteTrabajo2\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/OpenSmartflex\/","https:\/\/x.com\/opensmartflex","https:\/\/www.linkedin.com\/company\/weareopenintelligence","https:\/\/www.youtube.com\/channel\/UCHpHSdiqVTs0OvdEYJxCqiQ"]},{"@type":"Person","@id":"https:\/\/www.openintl.com\/ambienteTrabajo2\/#\/schema\/person\/43d525f6634d15ab4484ee51612ef69a","name":"Oscar Garcia"}]}},"_links":{"self":[{"href":"https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-json\/wp\/v2\/posts\/42639","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-json\/wp\/v2\/users\/9"}],"replies":[{"embeddable":true,"href":"https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-json\/wp\/v2\/comments?post=42639"}],"version-history":[{"count":2,"href":"https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-json\/wp\/v2\/posts\/42639\/revisions"}],"predecessor-version":[{"id":42729,"href":"https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-json\/wp\/v2\/posts\/42639\/revisions\/42729"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-json\/wp\/v2\/media\/42650"}],"wp:attachment":[{"href":"https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-json\/wp\/v2\/media?parent=42639"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-json\/wp\/v2\/categories?post=42639"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.openintl.com\/ambienteTrabajo2\/wp-json\/wp\/v2\/tags?post=42639"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}

[1]<\/span><\/b> J.D. Power, U.S. Utility Digital Experience Study, 2023, <\/span>https:\/\/www.jdpower.com\/business\/press-releases\/2023-us-utility-digital-experience-study<\/span><\/a>\u00a0<\/span><\/p>