Management & Leadership

CRM and Outsourcing: Outsourcing Growth?

A behind-the-scenes look at what industry influencers are saying.

Understanding the downstream effects of reading and billing from a customer’s meter in a near real-time scenario will increase significantly the data throughput into current customer information systems. Can current systems handle the volume increase? Will call centers have the capacity to handle increased call volumes once customers have access to smart meters and all that they imply? In this case, would outsourcing certain information technology processes be the answer to reducing a utility’s risk and costs?

Field-Force Management: What's New for the Mobile Workforce?

How the maturation of location tracking can increase efficiency.

To realize the enterprise benefits of field-force management, utility executives and managers should pay keen attention to advancements in real-time location tracking; fully extending mobile workforce management in the enterprise, back-end connectivity with enterprise-wide systems; and security of mobile applications.

The CIO Forum: The Changing Face of Energy I.T.

Budgets are expected to increase, even as new IT challenges present themselves.

In our annual technology forum, we talk with tech/information specialists at four companies: Patricia Lawicki at PG&E; Ken Fell at the New York ISO; Mark C. Williamson at American Transmission Co.; and John Seral at GE Energy.

The Ultimate CEOs

The CEO Power Forum: Not all utility CEOs are created equal...

We talk with Cinergy’s James E. Rogers, DTE Energy’s Anthony F. Earley Jr., Constellation Energy’s Mayo A. Shattuck III, Xcel Energy’s Wayne H. Brunetti, FPL Group Inc.’s Lewis Hay III, and TXU’s C. John Wilder.