The industry has been experiencing significant market shifts - from deregulation to smart metering to managing new reporting and regulatory requirements. This has put some pressures on providers to quickly adapt to change while continuing to meet revenue and margin targets. Utilities can effectively manage their customer's expectations by focusing on their core activities while re-evaluating the non- core activities that can be successfully outsourced. Focusing on customer experience leads to lower customer churn and acquisition costs and increased revenue in the long term.