Guide
Meeting the Moment on Customer Affordability
Build a structured approach to improving customer affordability while balancing investment, reliability, and growth
April 22, 2026
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Affordability is now a strategic priority, not a tradeoff
Utilities are navigating a new reality. Grid modernization, electrification, policy shifts, and rising customer expectations are converging, placing unprecedented pressure on customer bills.
The old approach of managing affordability after decisions are made no longer works. Leading utilities are shifting to design affordability into every investment, every plan, and every customer interaction.
This guide breaks down how to embed affordability into strategy, operations, and customer experience to balance cost, reliability, and sustainability.
Download West Monroe’s Customer Affordability Guide to:
✓ Navigate the affordability challenge. Understand what drives increasing customer energy burden and what they mean for you.
✓ Build and manage an affordability portfolio. Establish clear guardrails, governance, and metrics to guide investment decisions.
✓ Use customer experience as a cost lever. Reduce cost to serve while improving overall customer outcomes.
✓ Activate demand-side management. Leverage energy efficiency and demand response to improve affordability.
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