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Where critical industries shape the future of MiCustomer
A community of builders, doers, and leaders driving the next wave of evolution for the MiCustomer digital experience platform focused on delivering real change in the high stakes/citizen-centric industries that impact people's lives.
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Upcoming virtual session: Getting to 100% e-billing adoption with Halifax Water
What is MUG?
A focused space for those tackling regulated, operational, and compliance-heavy challenges to exchange real-world insights, challenge assumptions, and shape how MiCustomer continues to solve for complexity at scale.
Why It Exists
Too many products are built in isolation. MUG was born from a simple truth: tech that powers critical industries must evolve with the operators and leaders who live inside the complexity not with vendor assumptions, or disconnected roadmaps.
The Platform Behind It
MUG is powered by the MiCustomer Digital Experience Platform (DXP), architected for the regulatory realities users navigate every day, and shaped by those operating inside them through direct influence over how it evolves.
Beyond delivering exceptional digital experiences, MiCustomer serves as an end-to-end operational engine powering regulated industries at scale. Built for sectors where failure isn't an option, it brings intelligence, automation, and real-time orchestration to: bridge talent gaps, eliminate inefficiencies, stay ahead of regulatory change, and drive impact where it matters most:
Intelligent Decision Automation: Automate complex policies and workflows into real-time, rules-driven execution removing bottlenecks, human delays, and manual approvals while protecting compliance integrity.
Scalable Service Delivery: Whether you're serving 20,000 or 10 million citizens, expanding programs, or handling surges- scale is absorbed intelligently without compromise or any operational strain.
Operational Streamlining: Eliminate redundant processes, unify fragmented systems, and create seamless end-to-end service journeys across departments, agencies, and channels.
Adaptive Compliance Enforcement: Embed compliance directly into the process fabric automatically applying policy, validating decisions, and providing full auditability across every interaction.
Grounded in years of industry partnership and designed to meet complex realities with intelligence, automation, and excellence.
Born out of real-world operational needs of utilities, MiCustomer was engineered by avertra to close critical gaps between customer experience, operational performance, and regulatory oversight.
Through delivering continuous excellence, MiCustomer expanded its reach into additional high-stakes industries such as healthcare, government, and financial services. Users became partners. Feedback turned into product.The platform evolved with those counting on it
Born out of real-world operational needs of utilities, MiCustomer was engineered by avertra to close critical gaps between customer experience, operational performance, and regulatory oversight.
IUCX Excellence Awards 2022
Innovation in Digital Customer Engagement
SAP Innovation Awards 2022
Utility of the Year
IUCX Excellence Awards 2022
Innovation in Digital Customer Engagement
SAP Innovation Awards 2022
Utility of the Year
IUCX Excellence Awards 2022
Innovation in Digital Customer Engagement
IUCX Excellence Awards 2022
Innovation in People and Process
J.D. Power Customer Excellence 2022
Customer Excellence
IUCX Excellence Awards 2022
Innovation in Digital Customer Engagement
IUCX Excellence Awards 2022
Innovation in People and Process
J.D. Power Customer Excellence 2022
Customer Excellence
This is just the start. We'll be breaking these down together, virtually, in person, and inside the platform itself.
Scale Without Sacrifice
If scaling means breaking things, redoing systems, or hiring armies, it's not growth, it's debt… We're digging into what it takes to scale without spiraling, operations that flex, infrastructure that adapts, and experiences that stay sharp no matter the load.
Know Me, Don't Segment Me
One-size-fits-all is done. Customers, patients, and citizens aren't data points, they're individuals with evolving needs. We're exploring how to build experiences that respond with personalization in real time, rooted in behavior, and building trust built through deep understanding.
Automate to Execute
You're smartest employees are stuck doing manual work that should've been automated years ago. We're getting into how intelligent automation accelerates regulated decision-making, reducing risks, delays while freeing teams to focus on human judgment where it matters most.
“I am proud to be leading a community of like-minded innovators committed to shaping a brighter digital future. By harnessing our collective insights and experiences, we're not only meeting today's needs but also anticipating tomorrow's challenges, ensuring that every interaction we create resonates with impact and meaning.”
Carol Wallace
Director Customer Operations, PSE
MUG isn't for everyone. It's intentionally designed for the leaders who operate inside complex environments, for the ones who push beyond “best practices” and help define what must exist to support their industries at scale. Sound like you?
Utilities only