Customer relationship is one of the key parameters of success for any organization. It is a two-way street between the company and its customers. In a relationship, if one party is changing the perception drastically, then others should also change to maintain the status quo. In the last few years, the utilities customer’s expectations have changed a lot, and they are interested in receiving personalized digital notifications, energy-saving ideas, and omnichannel communication. The eco-friendly customer also wants to take control of their energy usage and has ideas for maximizing their usage of green energy. On top of this, emerging business models such as EV charging, DERs, microgrids, and connected homes etc., are forcing utilities to offer innovative solutions and experiences for their millennial customers.