Insights for the Innovative Utility

Customer Care

Customer Care

Seeing “The Princess Bride” as a brilliant customer service tutorial

One ‘80s flick is practically overflowing with fabulous lessons in behavioral science: “The Princess Bride.” I’ve been a fan of the ‘80s flick since it hit...

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Customer Care

Defining the evolution of the smart(er) city

“Who here lives in a smart city?” asked Dr. Lawrence Jones VP of Edison Electric Institute to the audience in the “Optimizing smart networks: the role of...

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Customer Care

Two words will help you survive the changing utility business

The packed room for Oracle Industry Connect’s energy & utilities program kick-off was a massive elbow-rubbing opportunity with a sea of familiar and...

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Customer Care

4 ways your consumer is changing your biz—with or without you

We managed to sneak a slightly early peek at the Smart Grid Consumer Collaborative’s (SGCC) most recent “2017 State of the Consumer” report being released today...

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Customer Care

Prepping for the prosumer with the right playbook

Let’s talk about the prosumer. You know the prosumer—even if you may not personally know a prosumer. The prosumer isn’t passive. She wants unprecedented...

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Customer Care

The FCC just removed a big barrier to proactive alerts

American utilities can automatically enroll customers in proactive alerts, according to a new ruling from the Federal Communications Commission (FCC). That's...

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Customer Care

Utility CX excellence: What are the keys to success?

What does it take to be a customer experience leader? Casey Davis-Van Atta explored this question and more in his Opower blog post earlier this week. "Utilities...

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