AI is changing how utilities engage with customers, but the real challenge isn’t automation. It’s balance.

In this episode, Fridrik Larsen speaks with Kim Maren Ekrutt, Global VP and Co-Head of the IBU Utilities at SAP, about how AI is reshaping customer experience across the energy sector.

They explore:

• How AI is already transforming real customer interactions
• Where automation adds value — and where human connection still matters most
• Practical first steps for utilities just starting with AI for CX
• How to measure impact beyond efficiency, from satisfaction to loyalty and value
• What new skills marketers and CX leaders need as AI becomes embedded

A must-listen for anyone working at the intersection of energy, technology, and customer experience.