When the coronavirus pandemic hit, companies across all sectors were forced to adapt to how they do business. For utilities, failing to deliver the usual services in full was never an option, as those services are critical to the health and safety of millions. Being so essential meant that leaders at utilities had to figure out how to continue to provide services uninterrupted, and how to do so quickly.

The utility industry is increasingly leveraging the capabilities of digital communication. Utility organizations are communicating via channels, such as email, mobile apps and online portals, which has become the norm these days. However, some utilities still cling to paper – for example, they send monthly bills by mail.

The current situation with mandatory lockdowns and reduced physical contact due to COVID-19, have pushed the need and opportunity for digital engagement to an all-time high.

After decades of being seen as an inertia-filled legacy industry, utilities have begun, in recent years, embracing true digital transformation. This has been motivated by numerous inherent technological and institutional evolutions