Why We’re Only Bringing the Right Solution Providers into the Room

Utilities want strategic conversations with the vendors who can genuinely help them hit their AMP8 and C-MeX priorities—especially in a post-Cunliffe review environment where regulatory scrutiny is intensifying.

Many of the most talked about tools—AI-enabled complaints insight, automated vulnerability detection, new billing platforms—are already in pilot phase. But what utilities are demanding now is evidence: can it scale? Can it integrate? Can it prove its impact?Billing accuracy, feedback loops into affordability modelling, and seamless links with customer-side smart metering are just the beginning.

Every utility is asking: who’s operationalised successfully the end-to-end customer journey? Who’s managed to combine proactive service triggers, complaint prevention, and billing systems into a single operational flow? 

One consistent theme: vendors must make it easier. Utilities want ease of integration and simplicity—especially when the underlying architecture is still fragile or pre-upgrade. Vendors that show how to reduce complexity and deliver a clean customer view will find 

New opportunities, faster. 

 Expect high interest in anything related to

• AI for complaints triage, insight generation, and automation (with human validation)
• Affordability and vulnerability detection engines, particularly those that meet defensibility thresholds
• Segmented and behavioural comms journeys—moving beyond blanket SMS/email
• Plug-and-play tools that support integration without re-architecting the core stack
• Customer feedback analytics that go beyond form fills and generate system improvements