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.
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...
I was reminded of that first experience with the home energy report (or HER, as they are commonly nicknamed in the industry) when chatting with Oracle Utilities coworkers about the latest version of the Opower-signature home energy report product, which recently saw a few upgrades as well—all the shinier, easier, more helpful and prettier pieces that worked on me and a few more practical options, too.
CX professionals like Stacy Derstine are changing that. As Arizona Public Service’s CCO and VP of Customer Service, she’s marshalling teams across the company to elevate every part of the customer experience. How does APS measure success? Here’s how Stacy put it:
It's Brett Feldman's job to pinpoint those trends before the rest of our industry does. As a principal research analyst at Navigant, he's focused on separating the wheat from the chaff — digging deep into utility data sets to offer the best possible forecast of what tomorrow's market will actually entail. Brett shared his vision for DSM with Opower in an interview, which we've transcribed below.