Insights from our Editorial Team

  • Oct 01, 2013 | Kathleen Wolf Davis

    We spoke with Xcel's Susannah Pedigo, manager of renewable energy products and services about the Solar Rewards Community program history and its connections (especially with the grid).

  • Sep 30, 2013 | Kathleen Wolf Davis

    When we talk about billing issues, we usually discuss all the new and shiny high-tech ways customers can pay their utility—from online widgets to mobile phone apps. But there is still a large portion of the population that loves low tech and wants to walk in cash. As mobile apps become more prevalent, however, face-to-face locations to pay utility bills have begun to close more rapidly. So, what’s a utility to do to make those cash-carrying customers happy?

    Comments: 1
  • Sep 29, 2013 | Kathleen Wolf Davis

    We continue our popular tweets series with insights from PJM, Reliant and powerhouses from the South: Alabama Power and Georgia Power.

  • Sep 26, 2013 | Scott Smith

    Scott Smith, AEP’s senior vice president for transmission strategy and business operations, is a former U.S. Army captain and combat engineer. In this personal piece, he talks about AEP's strategy for helping returning vets transition into utility jobs.

  • Sep 25, 2013 | Kathleen Wolf Davis

    In this installment of our popular utility2utility series, we speak with Benjamin Beberness, the utility’s chief information officer (CIO) about their proactive stance on cybersecurity.

  • Sep 24, 2013 | Kathleen Wolf Davis

    For some of us, there’s a particular moment when you realize you may be too into your job. Mine came last week on a 10-day tour to Ireland. While other tourists photographed the great seascape below, I photographed the line of distribution poles above.

  • Sep 23, 2013 | Kathleen Wolf Davis

    Smart grid was so smart it brought us lots of data. The question remains, however, of how we’re going to make that data work for us: to help with operations, to smooth out costs, to improve customer service. That’s where analytics comes into the game.

  • Sep 20, 2013 | Tim Probert

    When looking for examples of utility customer acquisition best practice in Europe, France does not usually leap to mind. Home to vast national power behemoth Électricité de France (EDF), still 85 percent owned by the state, France is perhaps one of the last places in European Union to expect a bold attempt by a utility to transform its customer acquisition and retention capability.

  • Sep 19, 2013 | John R. Johnson

    In the quest to offer better customer service and improved customer-facing services, utilities big and small are rushing to replace vastly outdated customer information systems (CIS) and customer relationship management (CRM) platforms.

    Comments: 2
  • Sep 18, 2013 | Kathleen Wolf Davis

    Intelligent Utility magazine gathered Gulf Power's Margaret Neyman, Westar's Ginger Elsea, Ameren Missouri's Sandi Spurbeck, Vectren's Doug Petitt, Pacific Gas & Electric's Felecia Lokey Etheridge and Peoples Natural Gas Company's Sadie Kroeck—all specialists on the customer service side of the utilities business—to chat over morning coffee about voice response, measuring customer service and the new/old push for mobile.