Robert Metcalfe, Assistant Professor of Markets, Public Policy, & Law at Questrom School of Business with Boston University, dissects the results of his work with Oracle Utilities/Opower behavioral economics data.
Let’s channel Star Trek & boldly go where lots of people have gone before--to apply some lessons in emotional intelligence to your utility’s growing digital footprint. How will your customers react to what they see? What is the right path for your utility's web approach and digital design?
So, let’s pave that way to customer engagement success by using some ways that worked from a utility in the know. We'll take our notes from CS Week keynote speaker Nancy Tower, President and CEO of Tampa Electric, who revealed how her company created their new customer-centric culture. #CSWeek2019
Sarah Jin, Strategic Analyst, PG&E, and Tina Williams, Supervisor, Customer Care, Business Energy Solutions, PG&E, found a series of pain points around bill understanding and rates. So, PG&E kicked around a solutions strategy and came up with a direct one: Let’s call the ones who have shared their concerns and show them exactly the tools available to them to get a better handle on these bills and rates. #CSWeek2019
We talk a lot about customers these days in the utilities industry: what they want, what they need, what they’ll choose, what they’ll run from, what they’ll like six months from now, what they’ll expect from their utility tomorrow (that may not be visible to that utility today). Jim Curtain, a partner with PwC, and Jeff Conklin, Senior Director with J.D. Power, sat down with industry insiders at Oracle Industry Connect today to reveal what they know (from research and studies...