Mark Browning, Exelon’s IT VP & CIO, shares some thoughts about his company's partnership with Oracle Utilities, the valuable work they’re doing, and how new tech concepts like the cloud have helped them lay the groundwork to evolve.
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.