Brett Carter is EVP and Chief Customer and Innovation Officer at Xcel Energy.
PUF's Steve Mitnick: What do you do in your role at Xcel Energy?
Brett Carter: When you think about customer and innovation, it's merging. It's merging and it has merged, and you don't get one without the other. I try and think about ways to serve customers with no friction. It's trying to take the technology that we have in-house and technology that's readily available today and matching that to the experience that we want our customers to have.
PUF: You were saying the customer experience is going to be frictionless and a lot more positive. How is that?
Brett Carter: Customers spend anywhere from seven to nine minutes a year transacting with their utility company. I can spend seven minutes just perusing the first page of my Amazon account. So, imagine how valuable the services are that we deliver and the trust that we have with our customers, because they count on us for everything that operates inside the home.
I was looking at one survey of millennials, and they ranked Wi-Fi service right behind water and air, in terms of a need. What that says is a connected environment is one of the most important aspects of their world.