You don’t go to Innovate UtilityCX for noise - you go to cut through it.

I didn’t travel to Phoenix to be dazzled by conference hype.

I went to calibrate.

To observe what’s actually shifting beneath the surface of the water sector—and to ask sharper questions about how we meet this moment. And what I found wasn’t buzzwords. It was alignment.

Real transformation rarely arrives with a bang.

It emerges quietly—through consistency, shared intent, and thoughtful design.

That’s what made IUCX so powerful this year.

You could feel it in the keynotes, in the early-morning conversations, and in the late-night reflections over dinner: this sector is evolving, not loudly—but deliberately.

At Aptumo, we’re not just building software.

We’re running it—inside the utilities we own and operate as part of South Staffordshire PLC and Echo Managed Services. As Hayley Monks noted during one of the sessions, that dual lens is rare—and valuable. It gives us a kind of empathy and accountability that’s hard to replicate, because we’re not just talking about customer experience. We’re living it.

That perspective changes how we build.

It means we understand where the pressure points are—not only from client conversations (which matter deeply), but from our own operational realities.

We see the system from both sides of the screen. And when we say we know what works—and what needs work—we’re speaking from shared experience.

The technology conversations at IUCX were grounded.

Many organisations use Salesforce. But not everyone uses it to reimagine an industry.

Our decision to build Aptumo natively on Salesforce wasn’t just technical—it was strategic. We needed a platform that could evolve alongside a sector facing regulatory shifts, rising expectations, and climate complexity.

Salesforce gives us the scale and trust.

Aptumo brings the sector intelligence, flexibility, and innovation. It’s not about replacing systems for the sake of it—it’s about redefining what’s possible when you pair the right platform with deep domain knowledge. And if you caught our live demo in Phoenix, you may have noticed a cowboy hat or two—we take transformation seriously, but we’re not above having some fun along the way.

Beyond the product, it was the partnerships that stood out.

Our time with Utility Solutions Partners wasn’t about decks or strategy docs. It was about shared stories, mutual respect, and a quiet confidence in the work ahead.

In a world where partnerships can become transactional, IUCX reminded me that the best ones are grounded in integrity—and built over time.

And yes, it takes commitment to make a 6:30am breakfast.

But that’s exactly what our team and partners did for the Women in Utilities Breakfast—one of the most meaningful fixtures of the week. Because progress isn’t just built in sessions. It’s built in who shows up, when it counts. And I’m proud to work alongside people who lead with care, curiosity, and a good sense of humour—even before sunrise.

IUCX wasn’t about flash.

It was a mirror. It reflected the questions that matter, the conversations that move us forward, and the quiet leadership that’s already shaping the next era of utility CX.

I leave with sharpened focus—and a little more conviction about where we’re heading next.

We lit the spark.
Now let’s build the fire.


Matt Bowd | General Manager, Asia Pacific