Transforming utility operations: introducing the Segmented Operating Model

Published: Enlit World

Utilities are under increasing pressure to modernise operations, deliver better customer experiences and support the energy transition, all while reducing cost to serve.

In a new article for Enlit Europe, Gentrack CMO Matt Loreille introduces the Segmented Operating Model (SOM) — a new approach that moves utilities beyond one-size-fits-all systems towards adaptive, customer-focused operations.

The SOM enables utilities to:

Design and evolve operations around customer needs and business priorities
Integrate AI to intelligently manage customer cases and optimise agent performance
Transform customer operations with the flexibility to scale and innovate

To learn more about how the SOM redefines transformation for the modern utility, read the full article on Enlit World.

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