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The Customer Sets the Agenda


Policies encouraging open markets and investment in renewable energy resources offer new choices for customers.


Utilities have a major opportunity to cater to the customer.

Customer experience has emerged as one of the major factors for consumers in choosing service providers. Historically, utilities haven’t been on the forefront of customer service, but now price considerations alone are not sufficient and consumers are asking for better experience and customized services.

To succeed, utilities are embracing disruptive transformation and are committed to investing in innovative technologies. Focusing on regulatory requirements like de-carbonization and addressing the necessities of a seamless customer experience, they are adding new capabilities and expanding their portfolios.

Beyond Silos: Fusing Digital Across the Enterprise

Our new research finds that digital succeeds best when it connects key functional areas to deliver exceptional customer experiences.





Cognizant assists utilities with automation and artificial intelligence, helping them drive toward a digital-first strategy. Through our NextGen Contact Center blueprint, we also offer specialized services in customer experience management. This helps utilities transform their operating models through digital meter-to-cash services.

  • Intelligent Process Automation: Leveraging Cognizant’s domain and technology capabilities to drive aggressive automation. Learn more
  • Customer Experience Management: Transform and modernize your customer experience and journey using Cognizant’s Digital Customer Service integrated solution.
  • Digital Meter-to-Cash Services: Transform operating models through core industry services like acquisition and loss service, billing and payment, customer service and debt management.
  • Cognizant UtilityOne Engage™: An innovative, lightweight mobility app featuring account management, bill details, alerts and notifications, and more.  Learn more
  • Cognizant UtilityOne Insights™: An integrated customer management solution that delivers a holistic, omnichannel experience to our utility customers. Learn more.
  • Digital Customer Service: Cognizant helps solve the complex challenges that fragmented contact center value chains cause by creating and managing next-generation customer service for your organization. With our expertise, tools and experience, we’ll help you understand your customers’ needs and deliver highly personalized services to meet them. From analytics that decode customer attitudes in real time to robotic process automation and AI that make self-service effortless, you will optimize your customer experience with cost effective approach that also opens new revenue-generating opportunities. Learn more.
  • Digital Finance and Accounting: Cognizant can help in cost reduction and optimization by restructuring and remodeling core industry services such as procure to pay, order to cash, record to report accounting and financial planning and analysis. Learn more.
  •  Digital Order Management: With increased competitive pressure and growing customer demand, fulfilling orders across multiple customer engagement channels has become complex. Cognizant’s Digital Order Management helps manage the complexity by delivering customer-centered designs and processes in a cost-effective way. By coordinating global product and service fulfillment across the extended enterprise, supply chain efficiencies and business responsiveness are notably improved. Leverage our digital innovations in platforms, analytics and intelligent automation to transform your order management process into a revenue-producing powerhouse.
  • Digital After Market Services: With recent advancements in data and connectivity, aftermarket services are creating exciting new business opportunities for utilities. Cognizant's expertise in such areas as analytics and business metrics can help generate new operating models and turn cost centers into profit centers. Combining digital technologies with the right people, process and strategy transforms aftermarket services in such areas as request management, field services, spare parts order management, warranty, reverse logistics and asset monitoring.


Serving customers by looking forward as well as back is a big promise, but the power of today's new digital capabilities is vast and growing.

Let's talk about how digital can work for your business.

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