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Customer Strategy Technology

Customer and Data Analytics Part 2: Mastering Utility Customer Satisfaction 2.0 through AI

AI is becoming indispensable across industries, and utilities are not immune. Back in 2012, the Aberdeen group reported that merely 18% of utility industry businesses believed that customer satisfaction was important. Since then, several well-documented market factors have…

Vanessa EdmondsFebruary 28, 2019

Customer Strategy

Customer Data Analytics Part 1: Inventing on Behalf of your Customers

Customer Analytics will help utilities provide better service and identify new opportunities, but not without adopting a new perspective on customers. From the 13th century until the early 19th century, roughly 600 years, people connected pieces of paper…

Vanessa EdmondsFebruary 12, 2019

Customer Grid Strategy Technology

How the utility can do more than just light up the town

The best way to your customers may be through the front doors of City Hall. In the late 1990s, I was working with a cable company that was deeply invested in selling high speed data services to the…

Carol StimmelJanuary 2, 2019

Customer Strategy

Xcel Energy and Google collaboration indicates a shift in how utilities are serving customers

Brett Carter, executive vice president and Chief Customer & Innovation Officer at Xcel Energy discusses the company's partnership with Google. Brett Carter, executive vice president and Chief Customer & Innovation Officer at Xcel Energy The internet has changed…

Lauren CallawayDecember 6, 2018

Asset & Workforce Customer Grid

New uses of smart meter data are coming to utilities

It is that time again. FERC just published a paper that has been on my night stand every year at this time since 2006: the Assessment of Demand Response and Advanced Metering. The original economic justification for smart…

Jill FeblowitzNovember 28, 2018

Customer Strategy

States increase efficiency investments and power savings: ACEEE Scorecard

NJ, CT, CO, SD improve most; MA and CA lead. As the U.S. government loosens environmental rules, states are investing more in energy efficiency and delivering increased power savings, according to the 2018 State Energy Efficiency Scorecard. This…

Nikki ChandlerOctober 10, 2018

Customer Grid Technology

Using an analytics platform to build a bridge between grid and customer data

As many Utility Analytics Institute members are aware, and indeed are experiencing, utilities have historically had a very distinct wall between the siloes of customer operations and grid operations. Within each of these siloes were systems, data, processes,…

Mike SmithSeptember 27, 2018

Asset & Workforce Customer

Hurricane Florence: storm social media snapshot

As mutual assistance crews hit the road for the Carolinas, many companies tracked their progress on social media. Not that long ago, when linemen were deployed out on storms, they didn't have smart phones or social media at…

Amy FischbachSeptember 14, 2018

Customer Grid

Getting the pulse of your customers

T&D World's Rick Bush ponders the changing utility business since his time at Georgia Power. I once had the privilege of serving as the chairman of a Georgia Power committee to see how we might better serve our…

Richard BushAugust 23, 2018

Customer Grid Strategy Technology

JD Powers Customer Satisfaction leaders – what’s analytics have to do with it? Part 2 – outages

As we reported recently, the new JD Power’s J.D. Power 2018 Electric Utility Residential Customer Satisfaction Study is out and it is good news for utilities. For the seventh consecutive year, customer satisfaction is up, which JD Powers believes…

Jill FeblowitzAugust 21, 2018

Customer Strategy Technology

Real-time customer sentiment for public services…this is a thing now

The cities of New York, Los Angeles, and Grand Rapids, Michigan have each turned to a new technology to track customer sentiment of their police forces. The technology is called Elucd, and the goal is to monitor public…

Lauren CallawayAugust 2, 2018

Customer Strategy

JD Powers Customer Satisfaction Leaders – What’s Analytics Have to Do with It?

The new JD Power’s J.D. Power 2018 Electric Utility Residential Customer Satisfaction Study.SM is out and it is good news for utilities. For the seventh consecutive year, customer satisfaction is up. Many in the industry are curious about what…

Jill FeblowitzJuly 31, 2018

Customer

Customer and Data Analytics Part 2: Mastering Utility Customer Satisfaction 2.0 through AI

Customer Data Analytics Part 1: Inventing on Behalf of your Customers

How the utility can do more than just light up the town

Xcel Energy and Google collaboration indicates a shift in how utilities are serving customers

New uses of smart meter data are coming to utilities

States increase efficiency investments and power savings: ACEEE Scorecard

Using an analytics platform to build a bridge between grid and customer data

Hurricane Florence: storm social media snapshot

Getting the pulse of your customers

JD Powers Customer Satisfaction leaders – what’s analytics have to do with it? Part 2 – outages

Real-time customer sentiment for public services…this is a thing now

JD Powers Customer Satisfaction Leaders – What’s Analytics Have to Do with It?

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