REPORT: How Can AI Amplify Energy Wellbeing in an Era of Competing Priorities?

Rising energy costs impact every aspect of consumers’ lives. How can providers meet expectations for an easier, more affordable experience?

Authors

Moz Salim, Power & Utilities Leader | EY Canada
Greg Guthridge, EY Global Energy & Resources Customer Experience Transformation Leader

In brief:

• High costs, complexity and uncertainty are impacting consumers’ energy wellbeing — affecting their day-to-day lives and forcing trade-offs at home.
• For the first time in our six-year program, more than half of consumers (55%) experience, or expect to experience, difficulty in paying their energy bill.
• Three priority areas can help providers make the biggest impact on improving energy wellbeing and restore consumer confidence in their energy future.

Energy affordability is in the spotlight, but there is a story behind the headlines. The changing energy system and technology advances are also influencing consumer’s overall energy wellbeing and reshaping what they expect from providers.

Rising prices mean consumers are squeezed. In many regions, increased energy costs have outpaced inflation and income gains. The conflict in the Middle East is adding to existing global tensions, exacerbating already challenging conditions for consumers. While the long-term impacts of the current situation are unknown, the impact on energy affordability, security, sustainability and economic growth is once again a key focus for governments, businesses and consumers.

Of course, the energy industry is no stranger to volatility. Responses to this year’s survey were gathered before the current Middle East conflict but, even then, consumers were reporting that energy costs were fundamentally impacting their lives. And their message was clear: They expect energy providers to help, not just with stop-gap measures but with purposeful support that will contribute to their long-term wellbeing.

We live in a world where ongoing energy disruptions can feel overwhelming. Our news feed is full of stories of price rises, resource inadequacy and soaring demand from data centers and manufacturing. It would be understandable if energy consumers reacted with frustration, anxiety and uncertainty. But our survey found consumers are engaged, interested and ready to take action to cut bills and gain greater control over their energy experience, in ways that suit them.

Now it’s up to energy providers. With more tools, technology and innovation than ever before, they have an opportunity to deliver on consumers’ expectations through exceptional experiences that go beyond affordability. They are poised to amplify energy wellbeing.

Download the 2026 EY Energy Consumer Insights Report (PDF)

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