Celebrating Innovation and Excellence at the WE3 Digital Energy and Water Awards 2024
In the vibrant atmosphere of the WE3 Summit 2024, industry leaders, innovators, and trailblazers gathered to celebrate the WE3 Awards—a night dedicated to those who are pushing boundaries and redefining what’s possible in the energy and water sectors. Each award winner has showcased an exceptional commitment to advancing utility innovation to become part of a larger story. One that connects technology, sustainability, and the human experience.
A Night of Recognition and Inspiration
As we gathered to celebrate, it was clear that this year’s award winners exemplified excellence in various categories, showcasing their dedication to enhancing utility services and customer engagement. From AI customer experience to workforce transformation, each recipient has made significant strides in their respective fields.
"The WE3 Summit Awards celebrate the remarkable achievements of leaders and organizations who are advancing the utility industry through the power of People+ AI collaboration. These winners demonstrate that when human ingenuity meets intelligent AI technology, we unlock new levels of customer experience, operational efficiency, and sustainable impact. We are honored to recognize these trailblazers who inspire progress and set new benchmarks for a connected, resilient future." — Deepak Garg, CEO and Founder, SEW
Award Highlights
SEW Customer Experience Transformation of the Year
These organizations have set new standards in customer engagement through innovative digital platforms that prioritize personalized interactions and operational efficiency.
UGI: Serving over 700,000 customers in Pennsylvania and Maryland, UGI has revolutionized customer interactions with an AI-powered platform that enhances personalization and promotes energy efficiency. UGI’s approach empowers residents as active participants in sustainability.
Southwest Gas (SWG): SWG provides safe, reliable natural gas to over 2 million customers across Arizona, California, and Nevada. By adopting a digital self-service platform, SWG has raised the bar for omnichannel customer experience, enabling seamless energy management for millions.
Santee Cooper: South Carolina’s largest power producer, Santee Cooper, serves over 2 million residents with its My Energy Link (MEL) platform, enabling customers to access billing, energy usage insights, and efficiency programs. Santee Cooper’s digital initiatives make energy savings easier and accessible for all.
Global SEW Customer Experience Transformation of the Year
Recognized for their exceptional commitment to transforming how millions of people engage with their utility providers, these companies have embraced technology to empower consumers with seamless access to services.
Tata Power: Across India, Tata Power’s My Tata Power platform empowers millions by providing access to energy data, seamless billing, and personalized support. Tata Power also integrates solar rooftops, EV services, and home automation, setting a global standard for innovative, customer-centric energy solutions.
Sydney Water: With a 125-year legacy, Sydney Water’s self-service AI platform allows over 5 million residents to access services anytime. Customers can manage water usage, bills, and conservation initiatives, supporting Australia’s environmental goals in an era of water scarcity.
SEW Workforce Experience Transformation of the Year
These utilities have revolutionized their workforce management by implementing intelligent platforms that enhance productivity and collaboration among field teams.
Omaha Public Power District (OPPD): OPPD’s digital platform boosts workforce productivity by streamlining field operations and enhancing collaboration. OPPD’s use of intelligent automation has set a new industry benchmark in operational efficiency.
PG&E: PG&E’s transition from paper to digital processes has revolutionized workforce management, reducing operational costs and improving service. The utility’s SmartWX platform offers 24/7 training access and empowers personnel to deliver high-quality service efficiently.
Arizona Public Service (APS): APS, Arizona’s largest electric utility, serves 1.3 million customers and has transformed its workforce experience with the SmartWX platform, streamlining work order management, tracking, and communication, significantly enhancing productivity and service.
Strategic Digital AI Transformation
Celebrated for leveraging AI technologies to improve customer interactions and streamline operations, these organizations are leading the charge in digital transformation.
New Jersey Resources (NJR): NJR leverages AI-driven self-service to offer personalized support, optimize usage, and deepen customer relationships. NJR’s focus on seamless, omnichannel access enhances customer experience and operational efficiency.
Sacramento Municipal Utility District (SMUD): With a goal to achieve net-zero emissions by 2030, SMUD’s use of AI aligns technology with community engagement in clean energy initiatives. SMUD’s ambitious roadmap exemplifies leadership in sustainable digital transformation.
Global Strategic Digital AI Transformation
This award honors companies making a significant impact with AI on a global level. It focuses on the transformative potential of AI technologies in reshaping utility services and infrastructure management across various markets.
Sharjah Electricity, Water, and Gas Authority (SEWA): SEWA’s AI-enabled platforms, including SmartCX and Naffa’a chatbot, deliver real-time support and field workforce efficiency to over 450,000 customers in the UAE, transforming customer service and operational productivity.
CEMIG (Companhia Energética de Minas Gerais): CEMIG’s AI-driven initiatives empower millions of customers across Brazil to manage energy usage, promoting community-wide sustainability and efficiency.
Sabah Electricity (SESB): With the MySESB digital platform, SESB provides AI-powered tools for over 500,000 customers in Malaysia to manage billing, energy usage, and customer support, streamlining the customer experience.
Leadership in Connected Digital Experiences
This category celebrates organizations that excel in creating integrated digital experiences for customers. It highlights the importance of connectivity and seamless interactions between utilities and their customers to foster engagement and satisfaction.
Alectra Utilities: Serving over a million customers in Ontario, Alectra is redefining customer engagement by integrating AI-driven platforms that help customers make informed energy decisions, creating a customer-first energy ecosystem.
Dominion Energy: Dominion’s digital CX platform serves 6 million customers across 15 U.S. states, providing connected and seamless experiences that prioritize ease and accessibility, transforming customer satisfaction.
Leadership in Business Experience and Automation
Recognizing utilities that prioritize automation to improve business processes, this award celebrates innovative approaches to enhancing operational efficiency. It emphasizes how automation can streamline workflows and improve service delivery.
Liberty Utilities: Liberty’s digital platform offers more than 800,000 customers tools to manage bills, receive notifications, and monitor usage. This automation drives operational efficiency and customer satisfaction.
DTE Energy: DTE’s agency engagement platform connects 59,000 customers with energy assistance programs, showcasing a commitment to community support, customer empowerment, and automation in service delivery.
AI Excellence in Customer Communication
This award highlights organizations that leverage AI to enhance communication with customers. It underscores the value of using advanced technologies to facilitate effective interactions and improve customer satisfaction.
NiSource: NiSource has streamlined customer support with an AI-powered chatbot that provides intelligent, real-time answers across billing, service, and usage inquiries, enhancing customer service.
Louisville Gas and Electric and Kentucky Utilities (LGE-KU): LGE-KU’s AI-driven communication platform ensures proactive, timely responses, boosting customer satisfaction across multiple service channels.
AI Innovator of the Year
This award recognizes individuals who have made significant contributions to AI innovation within the utility sector. It celebrates those who drive advancements in technology that enhance customer experiences and operational capabilities.
Jody Allison, Vice President -Transformation, Liberty: Jody Alison has pioneered eco-conscious AI solutions that prioritize customer experience and sustainability, positioning Liberty as a leader in community-centered digital transformation.
James Douglas, EVP Customer Experience, Alectra Utilities: James Douglas’s vision at Alectra emphasizes a customer-centric approach to sustainability, using digital tools to actively involve customers in energy conservation and climate goals.
Industry Visionary of the Year
Honoring leaders who shape the future of the industry through strategic foresight, this award recognizes individuals whose vision drives innovation and sustainability within utilities.
Brian Bentz, President and CEO at Alectra Inc.: Brian Bentz’s leadership in vertical AI adoption and community-focused energy initiatives makes Alectra a model for engaging residents as partners in a sustainable energy future.
Paul Lau, CEO & General Manager at SMUD: Paul Lau’s community-driven approach in SMUD’s zero-carbon plan highlights his commitment to including community feedback in sustainability efforts, ensuring a collective approach to carbon reduction.
Tech Leader of the Year
This award celebrates individuals who lead technological advancements within their organizations. It recognizes those who champion innovative solutions that enhance utility operations and customer experiences.
Julia Zhu, Executive Vice President, Chief Digital & Innovation Officer, Alectra: Julia Zhu has led Alectra’s enterprise technology strategy, modernizing digital infrastructure and customer experience while advancing the company’s goals for automated and sustainable power grid operations.
Jassi Arora, Vice President - Infrastructure & Cloud Services: With over 25 years in the utility sector, Jassi Arora’s leadership in IT infrastructure has set a new standard for innovation, operational efficiency, and customer engagement across multiple utilities.
Suresh Kotha, Chief Information Officer at SMUD: Suresh Kotha’s use of AI to drive SMUD’s zero-carbon mission is transforming IT and operational technologies, supporting a sustainable, technology-driven energy future.
Energy Transformation Leadership Award
Recognizing organizations at the forefront of energy transformation initiatives, this award celebrates commitment to sustainability and innovative energy solutions that drive progress towards a greener future.
San Diego Gas & Electric (SDG&E): SDG&E’s My Account platform enhances customer engagement and satisfaction for 3.7 million people. With a high App Store rating, SDG&E’s customer-first approach sets a benchmark in digital energy management.
Southern California Gas Company (SoCalGas): SoCalGas’s Ways to Save Energy platform provides customers with personalized energy insights, supporting California’s carbon neutrality goals and fostering community-wide energy conservation.
Global Business Transformation Partner of the Year
This award acknowledges partners who drive transformative change within utilities. It highlights their strategic contributions to enhancing utility operations through collaboration and innovation.
SAP: SAP’s innovative platforms empower utilities to streamline processes, enhance business value, and improve customer experiences, making SAP a critical partner in the digital utility landscape.
McKinsey: McKinsey’s strategic consulting services help utilities navigate complex challenges with digital solutions, delivering sustained outcomes for utility providers globally.
Global Technology Transformation Partner of the Year
Celebrating partners who provide cutting-edge technology solutions, this award honors those making significant impacts on advancing utility technology through innovative practices.
Itron: Itron’s advanced metering infrastructure and data-sharing capabilities enable utilities to optimize resources and streamline operations, helping utilities harness distributed intelligence for improved service delivery.
Amazon Web Services (AWS): AWS has transformed utilities through cloud-based data solutions, enabling utilities to meet real-time analytics needs and create a resilient, sustainable energy future.
Leadership in Industry Co-Innovation
This category recognizes collaborative efforts between organizations to drive innovation. It emphasizes how partnerships can foster creativity and lead to groundbreaking solutions in the utility sector.
PwC: PwC’s strategic partnership with SEW drives digital transformation in utilities by combining human ingenuity with AI innovation, delivering sustainable results across the sector.
ESC Partner: ESC’s collaboration with SEW brings smart city solutions to utilities, enhancing customer engagement through AI-powered digital platforms for electric, water, and gas services.
Partner Excellence and Growth
Honoring partners who demonstrate exceptional growth strategies within the utility sector, this award recognizes impactful collaborations that drive success for both utilities and their partners.
Accenture: Accenture’s advanced technology solutions help utilities implement tailored strategies for improved operational efficiency and customer engagement, driving growth in a modern energy ecosystem.
BCG (Bridgewater Consulting Group): BCG empowers utility clients with AI and digital transformation services that drive connectivity and customer-centric experiences, enhancing utility CX on a global scale.
BHC Global: BHC Global’s consulting expertise supports operational excellence and digital transformation, helping utilities adapt to evolving energy dynamics with tailored solutions.
Digital Payment Partner of the Year
This award recognizes organizations that excel in providing seamless digital payment solutions. It highlights innovations that enhance payment processes for customers in utility services.
PayPal: PayPal has transformed utility billing with secure, user-friendly payment solutions, making transactions easy and convenient for utility customers.
Digital CX Payment Transformation of the Year
This category highlights organizations that have transformed customer experience through digital payment solutions. It underscores how effective payment systems can improve overall customer satisfaction.
Alectra Utilities: Alectra’s AI-driven billing platform allows millions of customers to manage payments effortlessly, with options for automated plans, real-time information, and multichannel support.
Alliant Energy: Alliant’s self-service platform simplifies billing, giving Midwest customers flexibility to manage bills, set up payment plans, and access assistance, enhancing the customer experience.
Digital Customer Service Excellence of the Year
Celebrating utilities that provide outstanding digital customer service experiences, this award recognizes those committed to excellence in support and engagement with their customers.
City Utilities of Springfield (CUS): CUS’s self-service platform allows customers to manage accounts, usage, and notifications with ease, setting a benchmark in customer-centric digital service.
Manitoba Hydro: Manitoba Hydro’s self-service platform provides millions of customers with personalized account management and support, fostering trust and satisfaction in customer interactions.
Looking Ahead
As we reflect on the achievements celebrated at the WE3 Awards 2024, it is clear that the future of energy and water management is bright. The commitment shown by these award winners serves as a beacon for others in the industry. Their innovative approaches not only enhance customer satisfaction but also promote sustainability and operational efficiency. We extend our heartfelt congratulations to all award recipients for their remarkable contributions to transforming the utility landscape. Your hard work and dedication inspire us all as we look forward to witnessing further advancements in customer experience and technology in the years to come.
Stay tuned for the WE3 Summit 2025, to be held in Las Vegas from November 5–7. We'll continue to share insights and innovations that shape our industry!
