This paper describes how utilities can improve customer, employee, operational, and user experiences through integrated information management. Page 1 emphasizes pressures from decarbonization, deregulation, and digital customer expectations. The framework unites journey orchestration, agent assist tools, asset documentation, and predictive analytics. Case studies highlight improved call-center efficiency, faster outage communications, and streamlined maintenance workflows. AI and automation enhance billing accuracy, simplify field operations, and support regulatory compliance. The Total Experience model helps utilities modernize interactions while aligning people, processes, and information across the enterprise.

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