The utility sector is undergoing a seismic transformation, driven by the dual pressures of modernizing aging infrastructure and meeting rising customer expectations. Advanced technologies like AI, predictive analytics, and cybersecurity solutions are no longer optional—they're essential to ensuring resilience and efficiency. As utilities navigate these challenges, the ability to innovate while maintaining reliability has become a defining marker of success.
In this latest Expert Interview for the Energy Central Community, we welcome Siddharth Saxena, Wipro's head of utilities for North America, to speak on the current state of affairs. With a portfolio spanning major utilities across the U.S., Siddharth brings experience and insight to some of the most pressing challenges facing the power sector today. From leveraging artificial intelligence and predictive analytics to addressing aging infrastructure to rethinking how utilities approach customer engagement, Siddharth offers a perspective shaped by deep industry knowledge and an innovative mindset. As the newest member of the Energy Central Network of Experts, Siddharth joins us for the traditional welcome interview.
Read on to learn more about Siddharth’s background and the insights he’s planning to bring to our community.
Matt Chester: Welcome to Energy Central! I’d love to have the community get to know you, so please start by introducing yourself, sharing your role in the power sector, and explaining your key areas of interest and expertise.
Siddharth Saxena: I am the head of utilities for North America at Wipro, a role I assumed in January 2024. At Wipro, we engage in diverse and differentiated work, including infrastructure, service desks, contact centers, network operations, SAP ISU, and data analytics, especially for billing.
A significant part of our focus is on grid modernization and advanced metering infrastructure (AMI). Clients are deeply interested in leveraging data to improve customer service and transform the customer experience. Another priority is cybersecurity—securing the grid and data effectively. While there are broader topics like transformation and renewable energy integration, customer experience optimization and cybersecurity stand out as the top challenges and opportunities for utilities today.
MC: You have a background in airports, engineering, and construction. How has that experience informed your current role in the utilities sector, especially in managing the customer experience?
SS: Traditionally, industries like engineering, construction, real estate, and airports have been laggards in adopting digital transformation, unlike banking, which leads in technology innovation. This experience of working in environments resistant to change has been invaluable in my current role.
Convincing clients in those industries to embrace digital transformation required significant thought leadership and the ability to focus on showing the long-term value. Similarly, in utilities, the emphasis is increasingly on improving customer experience while driving operational efficiency. My background has helped me engage in meaningful conversations with clients about achieving these goals. It’s about helping them see how technology can enhance the customer experience while contributing to revenue growth.
MC: Given your leadership role at Wipro, could you share insights into how your organization is leveraging data analytics and artificial intelligence to optimize asset management and predictive maintenance for utilities, particularly in the context of aging infrastructure challenges?
SS: We recently presented at a tech show for one of our large utility clients on maintaining their operational technology (OT) infrastructure. One key focus was leveraging data analytics for predictive maintenance. For example, we use IoT sensors and drone data to monitor poles and other grid assets, feeding this data into models that allow us to predict failures before they occur. This proactive approach minimizes disruptions for end customers.
On the billing side, we analyze data to identify patterns like payment defaults. By modeling this data, we’ve helped clients improve collections significantly, reducing late payments and increasing revenue. These initiatives demonstrate the power of AI and analytics in solving real-world challenges for utilities, from aging infrastructure to customer financial management.
MC: In your career, you've likely broadly witnessed shifts in the perception of cybersecurity risks. What are the focus areas for your utility group when it comes to cybersecurity, and do you have any lessons learned from your career outside of the utility sector that create a useful parallel to what you can do in the power industry today?
SS: Cybersecurity in utilities is vastly different from what I encountered in sectors like real estate or construction. In those industries, a data breach doesn’t typically have the immediate and widespread impact on customers that a breach in grid security might have. Grid security is more robust and requires heightened rigor and thoughtfulness.
While the tools may overlap, the stakes in utilities are far higher. Protecting the grid and customer data involves advanced technological solutions and a comprehensive strategy to address the unique challenges posed by interconnected infrastructure.
MC: What excites you about becoming part of the Energy Central Community? What value do you hope to bring to your peers, and what do you hope you’ll get out of it?
SS: When I learned about Energy Central, I was impressed by the platform's ability to unify professionals in the utilities space. Unlike other sectors I’ve worked in, utilities have a community that fosters collaboration and the sharing of insights and expertise, and that shows up on Energy Central.
The Energy Central platform offers a wealth of knowledge, with contributors discussing topics relevant across the industry—whether a company is leading or lagging in digital transformation. I’m excited to contribute to this vibrant community, share my experiences, and learn from my peers.
MC: What last words do you have for our readers?
SS: There’s so much happening in utilities right now that it’s hard to pinpoint just one thing. Recently, a utility client tasked us with reimagining how to improve customer experience with a fresh perspective and thought leadership. There are many exciting opportunities to create differentiated strategies, and I’m eager to share more as these ideas develop.
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Thanks to Siddharth for joining me for this interview and providing insights and expertise to the Energy Central Community. Siddharth will be available for you to reach out, connect, and ask questions as an Energy Central member, so be sure to make him feel welcome when you see him across the platform.