Short Takes

There’s something special about Charlotte. Maybe it’s the energy, the momentum, or the way the city blends southern charm with forward-thinking innovation. Whatever it is, Innovate UtilityCX is thrilled to return to the Queen City for Conference 2027, happening April 26 – 29, 2027. As we begin shaping the experience, one thing remains clear: our #1 priority is creating quality content that drives not only the conference, but every Innovate UtilityCX event, toward excellence.

As the utility industry continues to evolve, so does the need for strong, connected leaders who can shape its future with confidence, resilience, and authenticity. This October, Innovate UtilityCX is bringing that vision to life with its first regional Women in Utilities Leadership Exchange event, hosted by Austin Energy at the Austin Public Library in Austin, TX. Taking place October 5–6, with the main program held on October 6, the event is designed to be more than a tradit

Utility CIS transformation is moving fast — and Innovate UtilityCX’s CIS Collaborative is helping utilities navigate it together. Designed as a peer-driven forum for utility professionals, the CIS Collaborative brings together leaders managing Customer Information System modernization, SaaS migrations, operational readiness, and customer experience transformation. The focus? Real conversations, practical lessons, and shared strategies from utilities actively going through th

The conversations may have wrapped, but the ideas sparked at IUCX continue long after the conference ends. From keynote sessions and workshops, to niche events and parties, the Media Library serves as visual resource for continued inspiration. Each image reflects the collaboration, fresh thinking, and practical problem-solving that define the IUCX community. It offers a preview of the energy and innovation that was captured during IUCX’s 50th anniversary, and the conversation

Innovate UtilityCX (IUCX) is proud to announce that we have been recognized by Visit Tampa Bay’s “Meeting the Moment” program, which honors exceptional meetings and conventions that make a positive impact in Tampa Bay. This prestigious accolade celebrates our commitment to community engagement recognizing our efforts to lead by example in our industry. The “Meeting the Moment” program annually highlights organizations that go beyond traditional event planning, prioritizing su

Great content doesn’t come from guessing. It comes from listening. That’s where you come in. We’re opening the Call for 2027 Topics and Content, and this isn’t just a formality. It’s an opportunity to shape the conversations that matter most to this community. What challenges are you seeing? What’s changing faster than expected? And what lessons, innovations, or successes are you ready to share with your peers? Sometimes the best ideas aren’t fully formed—and that’s okay. A r

At the IUCX annual conference, the conversation wasn’t just about keeping up with change in the utility industry. It was about leading it. The 2026 Excellence Awards captured that momentum, highlighting organizations that are rethinking how utilities serve, connect, and evolve. From large-scale system transformations to more intuitive digital experiences, this year’s winners share a common thread: they’re turning complexity into clarity. Best CIS Implementation: Nashville Ele

FlowForward made its debut this year in Tampa. What stood out most was the energy in the room and the conversations that followed. Attendees didn’t just show up. They engaged. They shared. They connected over something often overlooked in broader industry spaces: water. Again and again, we heard how refreshing it was to have a space dedicated to water utilities and a place where the conversations felt immediately relevant. Where stories weren’t just interesting, they were usa

There’s something quietly transformative happening in the utility space right now—and if you’re in it, you’ve probably felt the shift. Expectations are evolving. Customers are asking sharper questions. And somewhere in the middle of it all sits the Key Account Manager, translating complexity into clarity. That role? It’s no longer just important—it’s pivotal. The Foundations of Key Account Management program, co-developed by Innovate UtilityCX and Davenport University’s Insti

Why Leadership Exposure Is Accelerating Utilities have long planned for workforce transition. What has changed is timing. Across electric, gas, and water utilities: Retirements are accelerating Role scope is expanding Decision cycles are compressing Visibility of leadership decisions is increasing As a result, emerging leaders are being asked to make higher-impact decisions earlier—often without the gradual exposure that previously built judgment and confidence. This is not a

Utility leaders are navigating affordability pressure, workforce transition, and rising customer expectations at the same time. Learn why decision-making feels more compressed in 2026 and how utilities are responding through peer learning.

The water utility industry is facing a defining moment, and IUCX is stepping up to meet it. FlowForward is IUCX’s newest initiative: a dedicated Customer Service Forum created specifically for the water utility community.

Mark These Dates (Seriously. Right Now.) We know your calendar is crowded, but trust us, these dates deserve a bright red circle and maybe even a couple of exclamation marks.

⏳The clock is officially winding down. If you’ve been meaning to nominate a trailblazing organization or submit your own application for the 2026 IUCX Excellence Awards, the time to act is right now. The deadline is January 31, 2026, and no extensions are planned.

As we get closer to the IUCX Conference, we are currently preparing and taking applicants for the 2026-2027 LeadNext Class. Our program is designed to prepare future supervisors and managers for leadership roles in utility customer experience and operations. Why LeadNext? LeadNext combines structured learning, peer networking, and real-world exposure to help participants grow as leaders. The program includes monthly virtual learning, two utility site visits, and in-person eng

Cities and utilities across the country are transforming how they connect with residents—and your voice matters in shaping what comes next. Join the ENGAGE311 Annual Survey distribution list and take part in a nationwide effort to define the future of 311 and citizen engagement. When the survey launches, you’ll receive a direct link to share your insights, experiences, and priorities, the real-world input that makes this effort so valuable. Why Participate? The ENGAGE311

This year’s Billing & Payments Deep Dives will bring together utility leaders, CX innovators, and tech partners for a high-impact look at the strategies shaping the meter-to-cash experience.

As the temperatures drop and the lights twinkle a little brighter, we’re reminded of the unsung heroes working behind the scenes, our utility professionals. Whether it’s keeping the heat flowing during a winter storm or restoring power in the middle of the night, you keep our communities running when we need it most. We’re deeply thankful for your dedication, resilience and round-the-clock service. Your work doesn’t stop for snow, ice or holiday weekends—and we see you. But y

When we think about utilities, we often think of infrastructure: power lines, gas meters, water systems. But at the heart of every utility there is something more essential: people . And as winter sets in and energy use spikes, so do the challenges faced by customers who are struggling to keep up. That’s where Utility Customer Assistance programs become more than just a service; they become a lifeline. Across the country, utility companies are rising to the occasion, offerin

New DEADLINE: January 31, 2026 Great news! We’ve extended the submission deadline for the Excellence Awards to give you more time to recognize outstanding programs and colleagues. Don’t miss the opportunity to showcase excellence across your organization. Submit your Project Applications and your Individual Nominations here: iucx.org/awards . IUCX will notify the winners in February Thank you for helping us honor the incredible work happening every day. Let’s make this