Consumers expect digital services that are personal, self-servicing and available 24/7. For many Utilities providers, the first step toward digital customer experience transformation is delivering a best-of-class, on-demand system for customers to pay bills, review their payment history and update account history. The industry is now working to provide customers with timely and targeted communications for system events involving the customer via their preferred communication channel and to build a solid communications platform that meets customer needs. Earlier, the industry had minimal choices when communicating with customers but with two-way Customer Communication a versatile communication platform is established for customers. Two-Way Customer Communication seeks to increase the number of available communication channels starting with the big three: phone, text (SMS), and email.