These days in the modern, moving, electric and electronic world, we need marketing—things that are fun, things that are, in the words of Travis Brickey, Senior Program Manager of Communications at TVA, “memorable.”
In the art world, the future dates back to 1909. And the future began in Europe—Italy, to be exact. The Futurism Movement was, hands down, the most important Italian art movement of the 20th Century. And it saw technology and industry as beautiful things—beautiful things to be celebrated with the right curve, the right color, the right creativity to showcase it all. The future can still be a beautiful thing—a symmetry of stockholder profit and stakeholder benefit, a balance...
“The industry no longer looks at and measures the customer experience in a vacuum,” said Hallie M. Reese, VP and Chief Customer Officer with Exelon when we reached out to her with our questions on how the industry and her utility has become more customer-focused (if at all).
“We’re not being measured against our own—against other utilities,” said Eric Karcher, Manager of Digital Strategy with Eversource Energy. "We’re being measured against other experiences, other industries.”
“Gone are the days where we can think of the customer as a singular entity,” said Reese Hamilton, Director of Customer Service at Vectren, an electric and gas utility headquartered in Evansville, Indiana, while opening the “Delivering the Customer Experience in an Omni-Channel World” session on Thursday morning at CS Week in Fort Worth.
Con Edison has been around the block. Founded in 1823 as the New York Gas Light Company, the utility is quickly approaching a couple hundred years in the utilities business—and for at least the last two decades of those years they’ve had a digital face.
Pacific Gas and Electric Company (PG&E), headquartered in San Francisco, serves some of the most technologically savvy consumers in the world. To meet its expectations and evolving regulatory demands, PG&E has invested deeply in digital tools, and they shared lessons learned in a recent CS Week Marketplace webinar “How self-service tools prep your utility for the new customer-centric universe.”
“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 utilities in smart cities efforts” session during Oracle Industry Connect’s energy and utilities program.