Description

AI is changing how utilities engage with customers, but the real challenge isn’t automation. It’s balance.

In this episode, Fridrik Larsen speaks with Kim Maren Ekrutt, Global VP and Co-Head of the IBU Utilities at SAP, about how AI is reshaping customer experience across the energy sector.

They explore:

• How AI is already transforming real customer interactions
• Where automation adds value — and where human connection still matters most
• Practical first steps for utilities just starting with AI for CX
• How to measure impact beyond efficiency, from satisfaction to loyalty and value
• What new skills marketers and CX leaders need as AI becomes embedded

A must-listen for anyone working at the intersection of energy, technology, and customer experience.