Key Topics Covered Earlier when ratepayers did not have the option to choose their utility provider, the utility firms weren’t very concerned about how customers and consumers engaged with their product. Now, in a digital-first world, utility providers need to re-evaluate their traditional methods of consumer communication, in order to meet the demands of today’s ever-demanding customers who think and expect differently. the demands of today’s customers who think and expect differently. The users now expect quick billing, multiple payment options, personalized communication and easy payment processing which is all possible through the adoption of digital payment options and Omni-channel communication.