IUCX Excellence Awards: Where Utility Innovation Is Already Taking Shape

At the IUCX annual conference, the conversation wasn’t just about keeping up with change in the utility industry. It was about leading it. The 2026 Excellence Awards captured that momentum, highlighting organizations that are rethinking how utilities serve, connect, and evolve.

From large-scale system transformations to more intuitive digital experiences, this year’s winners share a common thread: they’re turning complexity into clarity.

Best CIS Implementation: Nashville Electric Service modernized decades-old infrastructure to create a more seamless customer experience. ECOGAS unified fragmented systems across regions, proving that even the most complex environments can be streamlined.

Level I:

Level II:

Innovation in Digital Engagement: PG&E’s conversational AI and Oklahoma City Water Utilities Trust’s simplified service platforms both point to a future where customer interactions feel less like transactions and more like conversations.

Level I:

Level II:

But not every breakthrough was about technology alone.

Innovation in People & Process: Utilities like ENMAX and the City of Clearwater focused on empowering their people with better tools and real-time insights, improving both employee experience and service delivery.

Level I:

Level II:

Innovation in Field Automation: Meanwhile, operational advancements from organizations like SoCal Gas and the City of Naperville showed how smarter data use can drive stronger outcomes in the field.

Level I:

Level II:

Behind it all are leaders and rising professionals pushing the industry forward—not just through strategy, but through culture, collaboration, and a willingness to rethink what’s possible. We also recognize the 2027 Individual Winners:

Distinguished Leader Timothy Davis VP, CX & Energy Services Memphis Light, Gas & Water

Rising Star Krysti Morales Mgr Customer Billing & Accounting Quality & Training Salt River Project

Rising Star Leroy Peter Business Process Solutions Mgr City of Tallahassee

That’s the real story here. The future of utility customer experience isn’t theoretical—it’s already taking shape. And if this year’s awards are any indication, the pace isn’t slowing down anytime soon.