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Becoming Customer-Centric

Two utilities embrace technology and innovation.

Today the rise of customer-centric technology and innovation has created a whole new set of challenges. Advances have occurred in energy efficiency, demand response, distributed solar, energy storage, and electric vehicles, as well as smart grid infrastructure and analytics. Electric utilities have two basic choices: react to the agendas of the special interests or chart a path forward to create the most value for stakeholders and customers.
Byline: 

Matt Mooren, David Cherney, and David Groarke

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AMI Logjam

Market forces and fickle policies have delayed the smart meter revolution.

Low energy prices have weakened the business case for advanced metering. Regaining momentum might depend on innovation to strengthen the benefits.
Byline: 

Bob Heile

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Customer Service: Doing More With Less

Balancing operational cost and consumer value creation.

Regulatory mandates and smart grid technologies are creating an opportunity for utilities to adopt a new approach to customer service—an approach that balances a range of strategic and operational imperatives, toward the promise of higher customer satisfaction, greater efficiency, and enhanced revenue.

Byline: 

Greg Guthridge and Nicholas Handcock

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