Penni Conner is Senior Vice President and Chief Customer Officer at Eversource.
Tilak Subrahmanian is Vice President, Energy Efficiency at Eversource.
PUF: Penni, what is your role at Eversource and what do you do on a typical day?
Penni Conner: I have the very best job at Eversource which is ensuring and delivering a great customer experience for our 3.5 million customers across Massachusetts, Connecticut, and New Hampshire. We're providing value-added services to them with our energy efficiency program. I've been in this business for over thirty years, and right now is the very best time to be in the utility space and in the customer service arena.
That's really for a couple of reasons. For one, the whole business model is changing. We're not just serving consumers; we're serving producers or the prosumer as I combined them together. The whole business model of how we serve customers is transforming. The other mega-trend that's happening is that the world around us is going digital.
As customers choose to use technology more and more, we want to meet customers in the channels where they want to meet us, and increasingly those are newer channels. Those may be social channels, digital channels, iPhones, and mobile devices, or even voice activated systems.
It's a really exciting time to see how delivering service to customers is transforming concurrently while our whole delivery model of the utility is transforming. This is the biggest amount of change I've seen in all of the years I've been in the industry.