Karen Marcus

Topical Expertise Artificial intelligenceCommunication channelsContent strategyCustomer engagementExternal communicationsPersonalization strategies

About the Author

Karen Marcus helps utilities better serve their customers through original research and data‑driven insight. Her work focuses on translating customer and engagement data into clear, practical recommendations that inform strategy and program decisions. Karen regularly contributes insights through research reports, presentations, and member engagements designed to be timely, relevant, and actionable.

Insight

May 8, 2026

Arrearages negatively impact utilities and their customers

Key takeawaysMany utilities report bad debt ratios that are two to three times higher than historical levels.Only 11% of utilities report that fewer than 5% of their customers are in arrears.The percentage of customers in arrears