Customers are becoming more empowered and outcome driven in this digital age. As utilities transform their customer interactions to meet these expectations, their efforts are often focused on the digitization of services via mobile apps, websites or improvements to IVR. But there are other touchpoints which contribute to customer satisfaction. After billing, service interruptions most frequently force an interaction between customers and the utility and field representatives are among the few employees who have face to face interactions with customers. There is an opportunity to better integrate field services work management with customer engagement channels to enhance the overall experience of utility customers. What should be kept top of mind as we make field operations more customer-focused?