Customer Journey of the Future enabled by MDM 2.0

Traditional utility customer programs have struggled to achieve sustained engagement, largely due to lengthy settlement times and limited transparency, which result in low customer retention and underutilized grid flexibility. Emerging technologies—particularly blockchain—offer a path forward by enabling a new paradigm of virtualized, revenue-grade metering. With instantaneous and verifiable settlements, blockchain can modernize utility programs such as net energy metering (NEM) and demand response, allowing grid operators to tap into more flexible, reliable capacity while giving customers faster, more tangible rewards.

To unlock this potential, the measurement and verification (M&V) process must be automated through AI and digital asset infrastructure-based platforms, ensuring both accuracy and scalability.  

On the customer-facing side, a seamless mobile experience can unify program participation, where users track earnings in digital dollars that accrue yield, much like a loyalty program. Beyond traditional benefits, this framework can provide access to anonymized peer performance data, community benchmarking, and energy marketplaces—ultimately reimagining customer programs as engaging, transparent, and future-ready.