Beyond the Bill: Rethinking the Utility Customer Journey

New research on what customers expect from billing, payments, communications, and digital experiences

Utility customer expectations are evolving, and every interaction across the billing and payment journey can shape the overall experience.

Join KUBRA as we share findings from our 2026 Utility Customer Experience Research. We’ll explore what more than 1,000 consumers told us about their experiences, from receiving and understanding a bill to making a payment, getting confirmation, and accessing support.

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What You'll Learn

• Where friction still exists across the utility customer journey, and the moments that have the greatest impact on customer experience

• Why bill clarity and proactive communication are critical to building customer confidence

• How expectations around payment choice, flexibility, self-service, and support are evolving

• How trust and security influence the adoption of digital wallets, AutoPay, AI-assisted payments, and other emerging technologies

• What utilities can prioritize to create more connected, intuitive, and confidence-building customer experiences

Speakers

• Yara Alatshan, Partner and Market Intelligence Lead, KUBRA

• Sheila Alfaro, CX Transformation Manager, KUBRA

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