CX meets DSO – need for action for grid operators

The energy transition poses dual challenges for distribution system operators (DSOs): In addition to stabilizing and digitalizing their grids, DSOs increasingly have to manage direct interactions with end customers.

Our project experience and customer survey reveal significant need for action: long processing times, unclear communication, and insufficient digital offerings are causing customer dissatisfaction. DSOs must adopt a stronger customer-centric approach. Our experience highlights three key focus areas: simplifying processes, rethinking structures, and accelerating through technology.