How to Transform Field Workforce Operations in Energy & Utilities: Strategies, Opportunities, and AI Innovations

For decades, field operations were defined by a simple mandate. Deploy crews efficiently, restore service quickly, and keep infrastructure reliable. Utilities worked within a largely reactive model: mobilizing teams when outages occurred, addressing faults as they surfaced, and optimizing performance around minimizing downtime.

But today, the bar is far higher. Field workforce operations are no longer just about completing work orders. Utilities now need clear visibility into crews, practical operational insight, mobile-first workflows that work offline, embedded safety practices, and reliable customer communication. These capabilities are now basic requirements for operating effectively in an environment that is increasingly dynamic and unpredictable.

Consider a utility managing thousands of poles, substations, distributed energy resources (DERs), transformers, and smart meters. Historically, a line worker’s day was defined by reactive tasks—responding to outages, replacing failing equipment, or repairing faults after they disrupted service. With paper-based orders, limited asset data, and fragmented communication with dispatch teams, delays were common, and first-time fix rates were often suboptimal.

Many utilities are moving away from purely reactive field operations toward more proactive workforce models. Real-time intelligence, connected workflows, and unified mobile platforms now allow field teams to respond faster, work safer, and operate with complete situational awareness. These advancements help field workers make better decisions during execution by giving them access to accurate, current information.

Studies indicate that over 75% of utility leaders consider digital workforce transformation critical to their strategic objectives. Utilities that have adopted AI-driven platforms report up to 80% productivity improvements, 42% faster response times, and 28% cost reductions.

Field operations teams are carrying more weight than ever. Managing aging infrastructure, extreme weather events, distributed energy resources (DER) integration, increasing electrification, supply chain constraints, and a retiring workforce-all at once. As operating conditions change, utilities increasingly require technology designed specifically for field crews. Technology that supports their work rather than replacing it.

This shift underlines the importance of adopting Vertical AI designed specifically for energy and utility field operations-from smarter work order management to automated scheduling, predictive asset management to higher first-time fix rates.

This article provides a comprehensive playbook for elevating Field Workforce Experience (WX), improving operational efficiency, and enabling seamless collaboration between field crews and back-office teams. It explores evolving trends, AI opportunities, practical SmartWX use cases, and proven strategies to guide utilities on their modernization journey.

Field Service vs. Field Workforce Experience in Energy & Utilities

Field Service Management (FSM) focuses on executing individual work orders efficiently. Its goal is transactional-dispatching crews to restore service, repair assets, or complete inspections. Success metrics typically include:

• Job completion rates – Tracks how efficiently crews close work orders.
• Truck roll efficiency – Measures the number of trips required to complete a task.
• Labor hours per job – Indicates scheduling accuracy and crew productivity.

While FSM tools served utilities well for decades, they fall short in today’s operational environment. Disjointed FSM platforms are often reactive, siloed, and limited in their ability to deliver predictive intelligence, end-to-end visibility, or modern workforce experience.

WX: A Modern, Workforce-First Operating Model

Field Workforce Experience (WX) takes a holistic, connected approach to managing field operations. WX spans the entire operational lifecycle-work order management, scheduling, routing, mobile execution, safety, collaboration, asset intelligence, real-time communication, and regulatory compliance. Unlike siloed service tasks, WX connects every operational touchpoint across the organization.

WX empowers field crews, dispatch teams, and engineers with the right information at the right time, enabling safer, faster, and more informed decisions.

Real-World Example

Traditional FSM approach:

A field technician arrives at a transformer site only to discover missing parts or outdated documentation, resulting in delays, rescheduling, and repeat visits.

WX-enabled approach:

The technician receives:

• Real-time asset history
• Inventory and material alerts
• Customer context
• GIS-based visibility
• Step-by-step guided workflows
• Pre-job safety documentation

The result: what was once a reactive workflow becomes an end-to-end connected experience with faster restorations, fewer truck rolls, higher accuracy, and a workforce that is more equipped and confident in every job.

What’s Changing in Utility Field Workforce Operations

Utility field workforce operations are being reshaped by structural changes, environmental conditions, and workforce pressures. What was once a largely predictable execution model with planned schedules, centralized generation, and stable crew structure has become a highly dynamic operating environment requiring speed, adaptability, and precision at scale.

These pressures rarely occur in isolation. Together, they are changing how utilities plan, execute, and govern field work, exposing the limitations of traditional, task-centric field service models.

The Knowledge Cliff is Becoming a Systemic Reliability Risk

A large share of the utility workforce, particularly experienced line workers, technicians, supervisors, and field engineers, is nearing retirement. Much of this expertise is not captured in manuals or systems. As this institutional knowledge exits the workforce, utilities face increasing variability in execution, longer restoration times, higher rework rates, and elevated safety exposure.

The challenge for utilities is ensuring that expertise, decision quality, and execution consistency scale across a workforce with varying levels of experience. As workforce demographics change, utilities are replacing reliance on tribal knowledge with data-backed and guided execution to maintain reliability and safety.

Grid Complexity Has Outpaced Traditional Workforce Coordination

Grid modernization initiatives, including distributed energy resources (DERs), EV charging infrastructure, microgrids, advanced metering, and automation, have altered the nature of field work. Crews are no longer operating within a centralized, unidirectional grid; they are working across distributed, bidirectional networks where field actions can directly influence grid stability.

Traditional coordination approaches, built on static plans and fragmented systems, often fail to reflect real-time grid conditions during execution-leading to rework, delays, or increased operational risk. Utilities now require workforce models that support situational awareness and intelligent decision-making during execution, not after work is completed.

Extreme Weather Has Transformed Workforce Readiness Requirements

Severe weather events-storms, wildfires, flooding, and heatwaves-are no longer occasional disruptions. They are recurring operational conditions that place sustained strain on field operations.

Utilities must now mobilize crews faster, continuously reprioritize work orders based on impact and risk, and adapt execution plans as conditions evolve. Static emergency plans and manual coordination processes are increasingly inadequate, leading to longer restoration times, greater customer impact, and increased operational fatigue across field teams.

Safety and Compliance Expectations Are Now Continuous and Auditable

Safety has always been central to utility operations. But now aging infrastructure, live DER environments, extreme weather, and remote work locations are increasing exposure to risk-while regulatory scrutiny continues to intensify.

Safety can no longer depend solely on training programs, static procedures, or post-incident reporting. Utilities are expected to demonstrate that safe work practices are consistently followed, documented, and enforced. Workforce models must now support proactive risk identification, consistent execution of safety protocols, and real-time visibility into field conditions, protecting field workers.

Connectivity Constraints Are Forcing a Rethink of Field Execution

Many critical utility field activities occur in rural, remote, underground, or disaster-affected environments where network connectivity is unreliable or unavailable. When tools fail in low-connectivity environments, crews resort to manual workarounds, delayed reporting, and fragmented documentation. This introduces execution errors, data gaps, and compliance risk, precisely when accuracy and speed are most critical.

Uninterrupted field execution has become a baseline requirement. Modern workforce models must ensure that productivity, safety, and data integrity are maintained regardless of network availability.

Operational Silos Are Undermining Field Effectiveness

Many utilities continue to operate with disconnected systems across workforce management, asset operations, customer service, and grid control. These silos create blind spots that slow decision-making, increase repeat visits, and erode confidence in field execution. When crews lack visibility into asset history, customer context, or network conditions, even routine work becomes inefficient.

Utilities are recognizing that workforce effectiveness depends on closer alignment-ensuring that crews, dispatchers, control rooms, and customer service teams operate from a shared, real-time view of reality. Breaking down these silos is essential for improving reliability, safety, and service outcomes at scale.

Rising Expectations Across the Energy & Utility Ecosystem

Expectations across the energy and utility ecosystem are converging. Customers expect faster restoration, transparency, and proactive communication. Field workers expect tools and processes that support safe, efficient execution in real-world conditions. Operations leaders and regulators expect predictability, compliance, and visibility across complex service territories.

As grid complexity increases and service disruptions become more visible, field workforce operations now sit at the intersection of customer experience, workforce effectiveness, and regulatory accountability. Traditional, reactive field service models struggle to meet these expectations simultaneously, accelerating the shift toward a modern, connected, adaptive Workforce Experience (WX) operating model.

How Expectations Are Redefining Field Workforce Operations

What Customers Expect from Field Operations

Customers no longer evaluate utilities solely on whether service is restored. Expectations now extend to how predictably, transparently, and proactively field operations are managed, especially during outages, infrastructure upgrades, and extreme events.

Customers increasingly expect:

• Faster restoration and issue resolution, even during large-scale disruptions
• Clear visibility into outage status, technician arrival windows, and restoration progress
• Proactive communication, rather than reactive updates after escalation
• Consistent service experiences across regions, asset types, and event severity

Value implications for utilities:

When customer expectations are not met, the impact is immediate-increased call center volume, reduced trust, regulatory complaints, and reputational risk. When field execution and communication are aligned, utilities reduce inbound inquiries, improve satisfaction scores, and strengthen public confidence during high-pressure events.

Modern field workforce operations must therefore support not only execution in the field, but also accurate, real-time customer-facing outcomes driven by actual field work progress.

What Field Workers Expect from Their Operating Environment

Field crews operate in demanding, safety-critical conditions, under time pressure and environmental risk. Meeting rising expectations requires intelligent tools and processes that support confident, consistent execution.

Field workforce expectations increasingly include:

• Clear job context before arrival, including scope, asset details, and dependencies
• Access to accurate, up-to-date asset, network, and location information
• Standardized, safe execution of complex work, even in unfamiliar environments
• Reduced administrative burden, allowing focus on skilled, judgment-driven tasks
• Confidence in decision-making during outages, emergencies, and non-routine work

Value implications for utilities:

When field workers lack clarity or support, the consequences are slower execution, higher rework rates, increased safety exposure, and declining morale. Over time, this drives productivity loss, higher attrition, and greater reliance on a shrinking pool of experienced personnel.

A workforce experience–led operating model directly improves first-time fix rates, safety outcomes, onboarding speed, and workforce retention, making it a strategic lever, not a back-office function.

What Operations Leaders and Regulators Expect

Operations leaders and regulators face increasing pressure to deliver reliability, compliance, and cost control across complex, highly regulated service territories. Field operations must perform predictably while adhering to strict safety and audit requirements.

Their expectations include:

• Real-time visibility into workforce activity, job progress, and exception handling
• Consistent execution of standardized processes across crews, regions, and contractors
• Demonstrable compliance with safety, regulatory, and audit requirements
• Data-driven decision-making to optimize resource allocation and response
• Resilience and scalability during storms, emergencies, and peak demand

Value implications for utilities:

Without real-time insight into field execution, leaders are forced into reactive management-balancing reliability, cost, and compliance with incomplete information. This increases operational risk and limits the ability to scale effectively during high-impact events.

Modern workforce operations must therefore support continuous visibility, governance, and accountability, enabling leaders to anticipate issues rather than respond after outcomes degrade.

Why These Expectations Demand a New Workforce Operating Model

Individually, these expectations are challenging. Collectively, they are impossible to meet with traditional, task-centric field service models.

• Meeting these expectations requires a field workforce operating model that is connected, adaptive, and intelligence-driven-aligning people, processes, and data across the full field execution lifecycle.

As these expectations converge, utilities are using AI to support workforce execution across large, distributed operations instead of isolated automation tasks.

Opportunities with AI: Why Vertical AI Matters

Artificial intelligence is becoming a core capability in modern field workforce operations. However, the value utilities derive from AI depends entirely on whether that intelligence is designed to operate within the realities of utility field environments.

Most generic AI tools are built on broad, horizontal datasets and abstract models intended to work across many industries. While effective for general automation, analytics, or pattern recognition, these systems lack the domain context required to support utility field operations safely and reliably. They do not inherently understand grid physics, asset behavior, safety dependencies, or regulatory constraints-all of which directly influence how work must be planned and executed in the field.

Field operations are deeply contextual. The decisions a technician makes depend on asset type, network topology, voltage levels, environmental conditions, and safety classification. A task involving a meter is fundamentally different from work on a recloser or a substation transformer, with distinct operational and safety implications. Treating these scenarios as interchangeable-as generic AI often does-introduces not just inefficiency, but material risk to safety, reliability, and compliance. This makes Vertical AI particularly relevant for utility field workforce operations.

Vertical AI is purpose-built for a specific industry and operating model. In the energy and utility context, it is trained on grid behavior, asset lifecycles, outage patterns, workforce constraints, safety procedures, and regulatory frameworks. Rather than applying generic logic, Vertical AI understands why work must be executed differently across assets, locations, and operating conditions-and how those differences impact field execution.

In field workforce operations, Vertical AI helps utilities move beyond reactive task handling toward coordinated, condition-aware execution. It provides context-aware decision support to crews, supervisors, and dispatchers; adapts workflows dynamically during outages, storms, and emergencies; and anticipates operational risks before they escalate into failures or safety incidents.

SmartWX is built on this Vertical AI foundation. Designed exclusively for energy, water, and gas utilities, SmartWX embeds industry-specific intelligence directly into workforce workflows, ensuring that AI-driven automation, recommendations, and insights align with how utility field work is actually performed. This allows utilities to apply AI safely, at scale, and with measurable impact across planning, execution, and service delivery.

As utilities modernize field operations, the question is no longer whether to use AI, but whether the AI understands the world in which utility crews operate. Vertical AI provides a practical foundation for scalable and resilient workforce transformation.

Key Advantages of Vertical AI

Vertical AI transforms how field work is planned, executed, and governed across the organization. Its impact is systemic, shaping operating models, decision-making, and workforce effectiveness at scale.

Adaptive, Self-Orchestrating Operations

Vertical AI reduces reliance on static schedules and manual coordination. By interpreting real-time conditions across the workforce, grid, and operating environment, it dynamically aligns work, absorbs disruption, adjusts priorities, and maintains execution quality without constant manual oversight.

Industry-Specific Intelligence Embedded by Design

Unlike generic AI, Vertical AI is grounded in utility-specific domain knowledge, trained on real-world industry datasets. It understands how assets behave, networks interact, and how safety and regulatory requirements shape field execution. This ensures recommendations, insights, and automation are relevant, trusted, and scalable without specific customizations.

Proactive and Predictive Operating Models

Vertical AI shifts utilities from reactive execution toward forward-looking operations. By learning from historical patterns, real-world performance, and changing conditions, it identifies risks earlier, prioritizes work smarter, and delivers more consistent outcomes over time. This reduces variability in execution and supports long-term reliability, asset health, and workforce stability.

Human-Centered Workforce Augmentation

At its core, Vertical AI is designed to enhance-not replace-human expertise. It reduces administrative friction and streamlines information access. Field workers and supervisors can focus on safety-critical work and complex tasks, improving execution consistency and supporting workforce confidence in day-to-day operations.

Continuous Operational Visibility and Control

Vertical AI provides leaders with real-time insight into field execution, performance, risk, and compliance. This enables faster decisions, stronger governance, and more effective operational oversight, especially at scale or during high-impact events.

Practical Use Cases with Vertical AI

When applied across Workforce Experience (WX), Vertical AI drives improvements beyond basic task automation or efficiency gains. It enables utilities to orchestrate field operations end-to-end, from scheduling and real-time execution to monitoring outcomes and ensuring operational consistency.

SmartWX operationalizes this by embedding Vertical AI directly into day-to-day field workflows, enabling utilities to translate intelligence into measurable results and improving both operational performance and workforce efficiency. Some practical use cases include:

• Automatic Scheduling & Dispatching
  Vertical AI moves utilities from manual, rule-based scheduling to intelligent workforce orchestration. By continuously evaluating workforce availability, skills, certifications, location, workload, and service commitments, it aligns the right work to the right crews at the right time.
  Outcome: Higher workforce utilization, reduced planning effort, and more consistent SLA performance in dynamic environments.
• Proactive Workforce Planning
  Vertical AI anticipates workforce demand and optimizes staffing by analyzing historical workload patterns, asset performance, and skill distribution across crews. It helps plan for peak events, seasonal variations, and emergency responses before they occur.
  Outcome: Reduced emergency work, balanced resource allocation, and improved operational efficiency across service territories.
• Offline-Capable Workforce Mobility
  Vertical AI ensures crews can operate effectively even in rural, remote, or disaster-affected environments where connectivity is limited. Workflows, asset information, and guidance remain accessible even offline.
  Outcome: Higher job completion rates, accurate data capture, and safer field execution regardless of network availability.
• Embedded Safety and Risk-Aware Execution
  Vertical AI shifts safety from a procedural requirement to a real-time operational discipline. By contextualizing job conditions, asset state, and environmental risk, it reinforces safe execution while maintaining productivity.
  Outcome: Stronger situational awareness, proactive risk identification, and consistent adherence to safety protocols.
• Adaptive Storm and Emergency Response
  During large-scale events, Vertical AI continuously assesses damage, restoration impact, workforce capacity, and changing conditions to support smarter prioritization and coordinated response.
  Outcome: Faster restoration, effective mutual aid coordination, and reduced operational strain on both field crews and control rooms.
• Connected Workforce and Customer Outcomes
  Vertical AI aligns field execution with customer experience. Real-time insights enable proactive communication, accurate updates, route tracking, and expectation management.
  Outcome: Reduced inbound inquiries, lower call center load, and improved customer trust through transparency and predictability.
• Accelerated Workforce Readiness and Knowledge Continuity
  Vertical AI enables utilities to scale expertise across the workforce by embedding personalized training plans, guidance, and decision support into daily work.
  Outcome: Faster onboarding, improved execution consistency, and preservation of institutional knowledge across all crews, regardless of tenure or location.
• Supporting Emerging Grid Models and Infrastructure
  As DERs, EV infrastructure, and smart devices become integral to grid operations, Vertical AI enables field crews to operate safely and effectively within increasingly complex environments.
  Outcome: Workforce execution remains aligned with evolving grid architectures, regulatory requirements, and operational risk profiles without increasing cognitive or operational burden.
• Predictive Maintenance Intelligence
  Vertical AI analyses asset performance, historical trends, and environmental conditions to anticipate failures and maintenance needs before they occur. By prioritizing work based on risk and criticality, crews can act proactively rather than reactively.
  Outcome: Reduced emergency repairs, extended asset life, and optimized maintenance scheduling across service territories.
• Field Collaboration & Remote Expert Guidance
  Vertical AI enables real-time collaboration between field crews and remote experts, providing guidance, troubleshooting support, and decision-making assistance on complex or unfamiliar tasks.
  Outcome: Faster problem resolution, improved knowledge transfer, and reduced operational risk during critical or specialized work.
• AI Agents for Technicians
  Vertical AI provides intelligent agent support directly to workers in the field, offering task-specific recommendations, alerts, and personalized guidance for each job.
  Outcome: Higher first-time fix rates, reduced errors, and improved execution confidence for field crews.
• Compliance, Safety & Audit Frameworks
  Vertical AI continuously monitors field activity for adherence to safety protocols, regulatory requirements, and audit standards. It provides real-time documentation and enforces compliance without slowing field operations.
  Outcome: Lower compliance risk, stronger governance, and consistent application of safety and operational standards.

The Transformation Playbook for Energy & Utility Workforce Experience: Proven Strategies

Modernizing field workforce operations goes beyond technology upgrades and requires deliberate changes to the operating model and governance framework. Based on real-world implementation experience across 470+ utilities in 47 countries, the strategies outlined in this playbook represent scalable patterns of success observed across diverse utility environments.

These strategies are proven through repeated delivery of measurable, sustained outcomes across:

• Electric, gas, and water utilities
• Regulated and deregulated markets
• Urban, rural, and geographically dispersed service territories
• Utilities operating both mature and rapidly modernizing grids

Rather than isolated improvements, these strategies address systemic constraints that limit workforce performance - such as fragmented planning, disconnected systems, manual coordination, safety variability, low digital adoption, limited real-time visibility, and growing operational risk.

What Utilities Achieve by Adopting These Strategies

Utilities that adopt these proven strategies consistently achieve:

• Sustained productivity improvements, not one-time efficiency gains
• Higher first-time fix rates and fewer repeat visits through better field context and AI-guided execution
• Faster response and restoration times, especially during outages and extreme events
• Improved workforce safety, training and compliance embedded into daily workflows
• Greater operational resilience, even during extreme weather events, emergencies, and workforce shortages
• Stronger workforce confidence, adoption and retention, particularly among newer technicians
• Better decision-making at every level, driven by real-time operational insights and continuous feedback loops

These strategies allow utilities to modernize and scale field service operations while reducing manual effort, paperwork, field emissions, and operational complexity, enabling them to manage aging infrastructure, workforce transitions, DER expansion, and climate-driven disruptions simultaneously.

Go Mobile-Native and Offline-First: Design for the Reality of Field Work

Why this matters
Field operations do not occur in controlled, always-connected environments. Crews work in rural locations, underground assets, substations, disaster zones, and storm-impacted areas where connectivity is intermittent or unavailable. Workforce tools designed for desktop users or constant network access create friction at the moment of execution - leading to delays, manual workarounds, data loss, and safety risk.

What leading utilities achieve
By adopting mobile-native, offline-first workforce platforms with simple, intuitive UI, utilities ensure uninterrupted execution regardless of network conditions. Crews can access job context, asset data, maps, safety procedures, and AI-guided workflows at all times - capturing accurate data in the field and synchronizing automatically when connectivity returns.

This results in:

• Higher task completion rates and fewer stalled jobs
• Improved data quality, audit readiness and compliance
• Reduced paperwork and manual data re-entry
• Greater workforce confidence, accessibility, and adoption at scale

Automate with Vertical AI: Move Beyond Manual Coordination

Why this matters
Traditional workforce coordination relies heavily on static rules, manual rescheduling, spreadsheets, and human intervention. As operating conditions become more volatile - driven by outages, DER complexity, workforce shortages, and extreme weather - manual planning models fail to scale. This introduces inconsistency, slow response times, and operational overhead.

What leading utilities achieve
Vertical AI enables end-to-end workforce orchestration, continuously evaluating workforce availability, skills, certifications, location, asset criticality, safety constraints and service commitments in real time. AI agents support dispatchers, supervisors, and technicians with personalized recommendations, alerts, and next-best actions as conditions change.

Utilities achieve:

• Improved workforce utilization through intelligent automation without increasing headcount
• Faster response to outages, exceptions, and last-minute disruptions
• More consistent SLA adherence across regions and job types
• Reduced planning effort for dispatchers and supervisors

This shift allows leadership to focus on exception management and strategic priorities rather than constant operational firefighting.

Break Silos with a Connected 360° Experience

Why this matters
Siloed systems across field operations, asset management, customer service, and grid operations create fragmented decision-making. When crews lack asset history or customer context, and when operations teams lack visibility into field execution, inefficiencies and customer dissatisfaction compound.

What leading utilities achieve
By connecting Customer 360, Workforce 360, and Asset 360, utilities create a connected customer-workforce ecosystem that enables seamless coordination across planning, execution, and communication.

This enables:

• Higher first-time fix rates through better preparation
• Fewer repeat visits and truck rolls
• Faster, more confident decisions across dispatch, engineering, and customer teams
• Omnichannel communication across customers, operations, and field crews

The result is an operating model where every team works from the same real-time view of the field.

Embed Safety, Compliance and Responsible AI into the Flow of Field Work

Why this matters
Safety, compliance, and responsible AI cannot depend solely on training, documentation, or post-incident reporting, especially in high-risk, dynamic field environments. Aging infrastructure, live DERs, extreme weather, and remote work locations demand safety and governance that is operationalized at the moment work is performed.

What leading utilities achieve
Utilities that embed safety checks, AI guardrails, and audio controls directly into field workflows make compliance proactive rather than reactive. Job-specific hazards, procedures, and checks are reinforced in real time, without slowing execution or increasing administrative burden.

This leads to:

• Stronger and more consistent safety compliance
• Reduced incident rates, near-miss events, and regulatory risk
• Built-in privacy, security, and governance controls
• Increased trust in AI-assisted decision-making

Safety and responsible AI become continuous operational discipline, not separate processes.

Build Workforce Resilience for Extreme Weather and Emergencies

Why this matters
Storms, wildfires, flooding, and heatwaves are no longer exceptional events – they are recurring operational realities. Workforce models designed for steady-state operations struggle to scale during large-scale disruptions.

What leading utilities achieve
By designing workforce operations for resilience, utilities can rapidly mobilize crews, coordinate mutual aid, and continuously reprioritize work based on impact, risk, and customer needs.

This enables:

• Faster restoration times during major events
• Improved situational awareness across control rooms and field teams
• More effective use of limited workforce resources
• Reduced burnout and fatigue among field crews

Resilience becomes a built-in capability, not an emergency workaround.

Foster Data-Driven Workforce Decision-Making

Why this matters
Without real-time insight into workforce performance, asset risk, and execution progress, utilities are forced to react instead of anticipating. Delayed or fragmented reporting limits accountability and slows improvement. Low adoption undermines even the best technology investments.

What leading utilities achieve
Data-driven workforce models combine real-time dashboards, predictive analytics, AI-generated insights, and continuous feedback loops from the field to refine workflows, training, and recommendations.

Change management is embedded through intuitive design, role-based experiences, and measurable adoption.

Utilities gain:

• Faster onboarding and continuous workforce upskilling
• Clear visibility into operational KPIs and performance bottlenecks
• Higher digital adoption across all roles and skills levels
• Sustained productivity and cost improvements

Decisions move from assumption-based to evidence-driven-supporting long-term operational excellence.

Why These Strategies Work Together

Individually, each strategy delivers value. Together, they form a holistic Workforce Experience (WX) that aligns people, processes, and platforms and prioritizes simplicity, personalization, safety, trust, and scalability.

This is what separates incremental digitization from true Workforce Experience Transformation.

About SmartWX: The Industry’s #1 Vertical AI Workforce Experience Platform

SmartWX ™ is the leading Digital Workforce Experience (WX) platform purpose-built to serve energy and utilities. A Vertical AI Platform that delivers end-to-end, integrated use cases, SmartWX ™ streamlines field operations from intelligent scheduling and dispatch to real-time workforce visibility and end-to-end asset management.

Modernize field service management, enhance operational efficiency, elevate customer satisfaction, and build grid and business resiliency with a trusted platform that connects your workforce, assets, and customers, all powered by a single integrated platform.

A Proven Platform Trusted at Global Scale

SmartWX is trusted by 470+ utilities worldwide, supporting millions of field workers and billions of customer interactions across electric, gas, and water operations. Utilities deploying SmartWX consistently achieve measurable outcomes, including:

• Up to 40% increase in implementation cost savings
• Up to 100% reduction in paperwork
• Up to 80% improved workforce productivity
• Up to 20% reduced risk factor