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.
By making AMI work for customers, utilities can enable the smarter energy future they’ve been working for — the smart energy future that new business models promise — and, just maybe, put the smart grid in the headlines once more.
Opower’s CEO, Dan Yates, put it best. "As utilities face evolving load profiles driven by the introduction of solar and other forms of distributed generation, BDR empowers utilities with a flexible, scalable solution to address their needs now and into the future."
Opower’s Consumer Insights team is fresh off another round of research into the needs and motivations that drive utility customers’ behavior. The latest survey dug deep into 175,000 consumers’ attitudes toward their energy bills. The key takeaway: the billing experience is full of moments that matter to utility customers.
By combining smart meter data with Behavioral Demand Response, they’re engaging over 1 million households with personalized content that drives reliable peak savings and higher satisfaction. The pros at BGE, ComEd, and Accenture talk three of their key takeaways.