GenAI is rapidly becoming the engine for transforming utility customer strategies. But the critical question remains: Are we using it merely to analyse data, or to act on it? Is AI a clever way to admire the problem, or fix it? 

In this interactive session led by Medallia, we move beyond the theoretical to explore how AI-driven insights can operationalize the customer voice in real-time. We will examine how utilities can leverage GenAI capabilities to understand unstructured feedback at scale, predict vulnerable customer needs, and empower frontline teams to close the loop faster. 

We will split into three focus groups - Regulated Transmission & Distribution, Energy Retailers, and Water Companies to debate how we move from "analysis" to "action." Join us to design sector-specific strategies that reduce cost-to-serve while keeping the human touch where it matters most. Let’s bring your AI strategy into clearer focus. 

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