SEW.AI Named a Leader in the 2026 IDC MarketScape for AI-Enabled Utility CXM Solutions

Recognition underscores SEW.AI’s leadership in Vertical AI-driven Customer Experience Transformation for Energy and Utility Providers
 

SEW.AI, a global provider of Vertical AI-powered customer + workforce +grid experience platforms for energy and utilities, announced it has been named a Leader in the 2026 IDC MarketScape for AI-Enabled Utility Customer Experience Management (CXM) Solutions.

The recognition highlights SEW.AI’s continued leadership to help energy & utilities modernize customer experience through Vertical AI and integrated digital platforms that connect customers, workforce, and grid operations.

The assessment comes as utilities worldwide face mounting pressure to improve reliability, manage affordability concerns, modernize customer engagement, and operate increasingly complex grids shaped by electrification, distributed energy resources, and rising service expectations.

At the center of that strategy is SEW.AI COSMOS, the company’s Vertical AI native platform designed to connect customer, workforce, and grid functions that have historically operated in silos. The model reflects a broader shift underway in utilities, where leaders are moving beyond fragmented digital projects toward integrated operating platforms built for measurable business outcomes.

The assessment highlights the company’s ability to unify customer experience, operational workflows, and advanced analytics into a single, integrated ecosystem that supports utilities as they navigate rising customer expectations, grid complexity, and the accelerating energy transition.

"Utilities are operating in an environment defined by increased customer vulnerability, heightened regulatory scrutiny, expanding product portfolios, and rising expectations for seamless digital engagement," said Gaia Gallotti, research director, IDC Energy Insights. "At the same time, generative AI is beginning to deliver measurable productivity gains within customer operations, particularly across contact centers and digital self-service. Utilities that modernize their CXM platforms with strong data foundations, embedded AI capabilities, and flexible, industry-specific architectures will be better positioned to reduce cost to serve, unlock new revenue streams, and build long-term customer trust in an increasingly complex energy landscape."

At the center of this recognition is SEW.AI’s SmartCX platform, powered by Vertical AI, which enables utilities to move beyond traditional customer service models toward more intelligent, proactive, and personalized engagement. By connecting digital touchpoints across web, mobile, and conversational AI interfaces with core operational systems, the platform supports critical use cases such as billing and payments, service requests, outage communication, energy usage insights, and customer program participation.

This capability becomes increasingly important as utilities face a convergence of industry shifts - from the growth of distributed energy resources (DERs) and electric vehicles (EVs) to increased regulatory pressure and customer demand for transparency, speed, and digital-first experiences. In this context, customer experience is no longer a support function but a strategic lever for operational performance and customer trust.

“Being recognized as a Leader in the IDC MarketScape validates our focus on transforming energy and utility customer experience through Vertical AI and deep industry specialization,” said Deepak Garg, Founder, Chairman & Group-CEO, SEW.AI, energy and utilities need intelligent, connected platforms that go beyond engagement to enable real-time decision-making and operational agility. SEW.AI is committed to helping utilities deliver personalized, proactive, and scalable customer experiences.”

The company also highlighted growing demand for domain specific AI rather than generic enterprise tools. Utility organizations increasingly require industry tuned AI capable of handling billing complexity, regulatory environments, field operations, asset systems, and customer service at scale.

IDC’s assessment further points to SEW.AI’s breadth of capabilities across the customer lifecycle, including strong support for digital self-service, agent-assisted operations, and unified customer data. The report also references the company’s investments in AI-driven analytics and automation, enabling utilities to derive actionable insights and improve decision-making at scale.

In addition, IDC highlights SEW.AI’s cloud-native, API-driven architecture, which supports seamless integration with critical utility systems such as CIS, billing, AMI, OMS, DERMS, and GIS. This interoperability allows utilities to modernize customer experience without disrupting existing infrastructure, accelerating time-to-value while reducing implementation complexity.

The report also notes SEW.AI’s experience working with a broad spectrum of utility providers, including investor-owned, municipal, and regional organizations, and references customer feedback related to the company’s responsiveness and implementation approach. These factors, combined with continued investment in areas such as AI, automation, and advanced analytics, position SEW.AI to support emerging use cases including DER integration, EV program management, and demand response.

Today, SEW.AI supports more than 470+ energy and utility providers across North America, Europe, and Asia Pacific. Its platform enables organizations to improve customer satisfaction, increase digital adoption, and enhance operational efficiency through a combination of prebuilt use cases, industry-specific intelligence, and deep system integration.

SEW.AI says its roadmap remains focused on expanding AI driven automation, predictive intelligence, agentic workflows, and integrated customer engagement capabilities to help energy and utilities navigate the next phase of sector transformation.

About SEW.AI

SEW.AI  is the world's #1 trusted and only Vertical AI platform for energy and water, connecting Customers, Workforce, and Grid Assets on one secure, cloud-native foundation. At its core is People + Vertical AI, purpose-built for energy and utilities, powered by human-centered intelligence that anticipates customer needs, empowers the workforce with real-time insights, and optimizes grid performance for reliability and efficiency. With 3000+ prebuilt use cases and pre-integration with 100+ industry systems, our platforms accelerate time-to-value and help utilities modernize operations from day one. Our modular, interoperable architecture works with legacy systems and emerging technologies to scale transformation without disruption. Today, more than 470+ energy & utilities service providers worldwide run on SEW.AI, engaging billions, empowering end users and field teams with AI-driven agents, and orchestrating smarter, cleaner, more reliable grids, delivering higher satisfaction, improved performance, and stronger outcomes.