In the modern utility landscape, customer demands are evolving rapidly alongside technology. If companies don't simplify their processes and communicate clearly with customers, they may not be able to meet these evolving needs. This is particularly critical when it comes to the oftentimes underserved low-income households that make up a considerable portion of energy and utilities customer base. About 44% of U.S. households – or about 50 million – are defined as low-income, and the average national energy burden for these households can be as high as 30%.