Churn

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.

CEO Forum: Facing the Future

Three CEOs, three business models, one shared outlook.

Cheap gas, regulatory uncertainties, and a technology revolution are re-making the U.S. utility industry. Top executives at three very different companies—CMS, NRG, and the Midwest ISO—share their outlook on the industry’s transformative changes.