Retail

Customer First

Is the current regulatory compact in anyone’s best interests?

Serving customers’ needs should be a top priority for power companies, irrespective of the regulatory construct and business model. Transformation doesn’t change this basic fact, but how do we break the model without breaking the system?

Results-Based Regulation

A more dynamic approach to grid modernization.

The utility’s role is changing, and regulation must change along with it – to spur innovation and respond to evolving customer needs. Modernizing the industry will require a dynamic approach.

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.

Vendor Neutral

(December 2011) Lafayette Utilities System selects Elster’s EnergyAxis as its AMI system; ABB wins contract from Hydro-Quebec; Sapphire Power Holdings acquires gas-fired power generation from Morris Energy Group; Consumers Energy awards contract to Babcock & Wilcox; plus announcements and contracts involving BP Wind Energy, Abengoa Solar, Samsung C&T and others.

Utility-Customer Partnerships

Engaging the consumer takes on new meaning.

Customer backlash over dynamic pricing and the smart-grid caught the industry unprepared. CIOs and top customer specialists share their strategies for engagement and attaining consumer satisfaction.

Bringing Customers On Board, part II

The entire utility-consumer relationship must be reengineered.

The business case for advanced metering infrastructure (AMI) can’t be justified alone on operational savings to the utility. But critical assumptions involving process improvements and system efficiencies depend on customer involvement. This sequel to a September 2009 article examines customer engagement strategies and techniques.

Getting Engaged

How to avoid a Texas-style backlash.

Is customer engagement more about damage control, or helping customers understand their options?

CEO FORUM: Dealing with Disruption

Leaders adapt to strategic shifts in the utility landscape.

The industry is getting more complex every day. Senior executives at Southern Company, PPL, TXU Energy, Direct Energy and PJM discuss business trends, resource strategies, electric vehicles and customer engagement in the smart-grid era.

Customer Service: 2020

Grid upgrades spark an interactivity revolution.

The smart grid is opening the floodgates on customer data, just as consumers are getting comfortable with retail self-service and mobile apps. With dynamic rates, distributed generation and electric vehicles just around the corner, big changes are coming in the utility-customer relationship. Will IOUs let upstarts control the new energy market?