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?
Erin Owen, Contact Center Assistant Manager at Greater Cincinnati Water Works, told a packed room of utility contact center peers at CS Week free ways to drive engagement: communication, conjoining objectives, goal setting and acknowledging achievements.
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.
Jim Curtain, a partner with PwC, and Jeff Conklin, Senior Director with J.D. Power, sat down with industry insiders today to reveal what they know (from research and studies and outreach) about those utility customer desires.
Tomorrow is so yesterday. We’ve been talking about the future for so long, surely we must be knee-deep in it by now. But the problem with tomorrow is this: It’s always in flux. It always needs planning for. It always need another look at strategy before it all comes rushing into today. For today’s utility looking to get a handle on tomorrow, knowing what to plan for (and how) can be a conundrum. There’s a wealth of items to tackle and a plethora of information to wade...