Utilities are under pressure from every angle with tighter margins, stricter regulation, and competition, all while customers demand immediate resolution and seamless digital experiences. It’s no surprise that AI has become a strategic priority in almost every boardroom. However, a different reality often emerges: AI stuck in pilots, innovation labs, or isolated chatbots that never integrate into the core of day-to-day operations. Insights are generated, dashboards are built, but billing errors still occur, collections still linger, and field crews still respond to avoidable visits.

Utilities are at a technological crossroads, often burdened by outdated systems and technologies that restrain their ability to adapt to rapidly changing market and customer demands. Traditional CIS providers continue to offer rebranded solutions that complicate integration and inflate costs without addressing core issues. Utilities should focus on finding and understanding how they can benefit from selecting new, innovative CIS vendors that provide modern, integrated solutions to support their evolution and growth.