Reston, Va. (March 18, 2025) — ICF (NASDAQ:ICFI), a global consulting and technology services provider, today released a report sharing findings from its latest survey of utility program leaders on the state of customer programs. The new survey reveals that utilities are racing to modernize customer programs to keep pace with load growth, aging infrastructure, and emerging technologies. And they are working to strike the right balance between adaptability and reliability to safeguard long-term grid resilience. Key findings include:
- A majority of utility program leaders – 65% – view leveraging AI as a game changer.
- 100% of respondents indicate they’re using AI for at least one aspect of their customer programs.
- Nearly all – 98% – said that evolving their energy efficiency programs has become essential to stay a step ahead of rising energy costs and improve the security of the grid.
The insights from this survey provide a roadmap for utility leaders to navigate the challenges and opportunities ahead. By prioritizing reliability, energy affordability and technological integration, utilities can create more customer-centric programs that drive a reliable and affordable energy future.
“Utilities play an increasingly vital role in managing electricity demand and ensuring customers have access to reliable and affordable power as we continue to face surging demand in the U.S.,” said Anne Choate, ICF executive vice president for energy, environment and infrastructure. “Acting on these findings, we can create personalized campaigns based on data and behavioral science to encourage customers to act and help utilities improve their programs during this challenging period.”
ICF is one of the largest energy consultancies in the world. The company partners with top utilities and energy developers, along with nearly every U.S. federal agency, state energy office and energy non-governmental organization, providing end-to-end offerings across the energy value chain—from strategy to planning and analysis to implementation.
ICF is the leading provider of demand management, electrification, and energy efficiency programs across North America—currently delivering over 250 programs to over 60 utilities including Duke Energy, Con Edison and National Grid.
Read more about ICF’s electrification and demand management services and read the full report: Survey: Utility Program Leaders on Disruption and Opportunity.