Customer Engagement

“Around North America, almost every utility we talk to is embracing process automation and forms of artificial intelligence for the employee and customer experience, both front and back office. We are in the fourth technical revolution.”

“Today what’s different and exciting is the great technologies that are available in the market and through our partnerships with technology companies that help our customers shrink, shape, or shift their usage in time.”

“Working collaboratively has broad benefits. It can help utilities genuinely understand the needs of the communities they serve, so they can make more effective investments and act as partners in building more equitable, just communities.”

“Our Coal Communities Transition package was a proposal to the Arizona Corporation Commission for the Navajo Nation, Hopi tribe, and communities in Navajo County that surround our power plant, with monetary and in-kind services. Not all of it was approved.”

“We work with local neighborhoods, community-based organizations, and churches and communities of faith to build solar and other clean energy projects that help reduce energy burdens for people in the neighborhood and help to support local jobs.”

“Customers are more aware of their energy use today. They’re becoming more aware of how that energy is produced, whether it’s a clean source or whether it’s not a carbon-free source.”

“This office handles media and public relations. If people don’t know where to go at the Commission, they typically start here. We also serve as the Commission’s legislative liaison.”

This panel discussed how empathy guides servant leadership in keeping utilities connected to diverse communities.

“Any pricing change will disbenefit some customers. You can manage that issue with proper customer education and customer engagement.”

Panelists shared insights into how best to communicate the value of emerging AMI-enabled smart rate structures and price-responsive technologies to residential customers.