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Customer Technology

The Answer to CIS Shortcomings: CRM or Analytics?

Is CRM investment worth it? Traditional customer information systems (CISs) are billing engines that were built to process meter data and send the appropriate information to the billing department for processing. These systems also grew to include the…

Vanessa EdmondsSeptember 19, 2019

Customer Grid Technology

Oracle customers testing analytics solutions for EV adoption and integration

Oracle is ramping up investment in analytics-based products and services to facilitate smoother utility operations alongside booming EV adoption. Oracle recently announced that the company is “test driving” EV analytics with several partner utilities. Oracle takes a two-pronged…

Jill FeblowitzJuly 23, 2019

Customer

Tendril & Simple Energy merger Uplight strives to alleviate IT integration headaches

Uplight wants to make it easier for utilities to do more for their customers—and for IT teams work with their solutions on the back end. By now the word has gotten out on the formation of Uplight, born…

Lauren CallawayJuly 18, 2019

Customer Technology

In-home Voice Assistants for Utility Customers Part 1: “The New, Better, Mobile Experience”

Sales of in-home voice assistants are surging. According to a report by Market Research Future, the market for this technology is anticipated to achieve revenues worth USD 7.8 billion by 2023 while growing at 39.27 percent of CAGR…

Vanessa EdmondsJune 21, 2019

Customer

Customer journey analytics for payment arrangements

Consider this scenario: your utility notices that there was a high volume of calls to make payment arrangements for residential customers in the months immediately following high bill season. Analysis of the calls by disposition code reveals a…

Vanessa EdmondsJune 13, 2019

Customer Uncategorized

Home automation: using data to deliver value propositions that work

From discovering new sources of revenue to data collection and analysis that lead to customer experience, becoming an integral part of the smart home value chain makes good business sense for utilities. But as explained here, utilities are…

Vanessa EdmondsMay 22, 2019

Customer

How can utilities break into the home automation device market?

The global Smart Home Energy Management Device Market is budding. According to Market Research Future, it is expected to grow at a CAGR of approximately 18% during the forecast period of 2017-2023. Utilities that want in and are…

Vanessa EdmondsMay 16, 2019

Customer Grid Strategy Technology

Oregon utilities poised to sink or swim with new electric transportation rule

How utilities adopt the new rule will depend on their ability to integrate and analyze electric vehicle, transportation, grid, and customer data. In mid-April, Oregon regulators adopted a new rule to compel utilities in that state to increase…

Lauren CallawayMay 3, 2019

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

Customer

The Answer to CIS Shortcomings: CRM or Analytics?

Oracle customers testing analytics solutions for EV adoption and integration

Tendril & Simple Energy merger Uplight strives to alleviate IT integration headaches

In-home Voice Assistants for Utility Customers Part 1: “The New, Better, Mobile Experience”

Customer journey analytics for payment arrangements

Home automation: using data to deliver value propositions that work

How can utilities break into the home automation device market?

Oregon utilities poised to sink or swim with new electric transportation rule

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

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