GenAI Is Rewriting the Energy Sector – But Only If You Treat It Like a Teammate, not a Tool
GenAI Is Rewriting the Energy Sector – But Only If You Treat It Like a Teammate, not a Tool, The myth that AI will replace human agents en masse is just that: a myth. What we’re really doing is redeploying human empathy and expertise to where it matters most. AI handles the repetitive; people handle the personal. That might be the most important shift of all, and it needs to be managed carefully. Keep an eye on the ripple effects of this change: retrain and upskill your team to mitigate any job displacement and pay attention to customer sentiment so that trust isn’t eroded as more interactions become automated. In the coming years, the best-performing energy providers won’t just use GenAI, they’ll partner with it. Train it. Teach it. Trust it with the right guardrails.
Australian Energy Week 2025: Why Software (and AI) is Now the Real Infrastructure
Australian Energy Week 2025 wrapped up in Melbourne, and while the agenda was packed, a few key messages were clear: as an industry, we’re not short on ideas, but scaling them, investing in them, orchestrating them is the challenge. These are some reflections and musings on the key opportunities and priorities for the industry.
Digital Expectations: Balancing Today’s Needs and Tomorrow’s Innovations
Whether your consumers are of the mass-market variety or commercial and industrial, there’s an expectation that their engagement with their energy and utility company will be as fast, simple, and seamless as those engagements with major consumer brands. Consumers expect personalised digital engagement, including web-based and mobile customer services, 1-to-1 offers based on individual energy consumption,…