Customer Care

  • part of the social media series

    Mar 31, 2015 | Kathleen Wolf Davis

    Our favorite tweets over this wild and wooly month tell jokes, watch birds, resurrect an icon and give thanks---featuring tweets from Duke Energy, Reliance Energy, IPL Power, Con Edison and Georgia Power with supporting stuff from We Energies, Great River Energy and Xcel Energy. 

  • Blue sky social media for utilities

    Mar 25, 2015 | Kathleen Wolf Davis

    Stephanie Francoeur, digital communications manager for Unitil, reveals how her utility works social media so well. 

  • Mar 18, 2015 | Sir Roy Gardner
    For decades, traditional vertically-integrated utilities have dominated the U.S. energy landscape without fear of competition. Until recently, competition in both the wholesale and retail energy markets has been relatively curtailed, with limited options for consumers and regulated prices.
  • part of the women-in-energy article series

    Mar 23, 2015 | Kathleen Wolf Davis

    When Monica Whiting, chief customer officer at JEA, was small, she wanted to be the next Dorothy Hamill. Instead of following that icy path, though, she got a degree in journalism from USC, took up a career in PR, started working for non-profits and then the City of Colorado Springs and slowly fell into the power business.

  • Take cues from telecoms

    Mar 24, 2015 | Kathleen Wolf Davis

    Michel Gevry and David DuCharme with Capgemini write, "To innovate, sometimes it’s necessary to look outside your industry to see how other sectors tackle business issues."

  • Mar 15, 2015 | Kathleen Wolf Davis

    John Ashford, chairman and CEO of The Hawthorn Group, reveals results of their nationwide poll of IOU residential customers. 

  • Mar 04, 2015 | Kathleen Wolf Davis

    When I was a kid, if you wanted to look something up, you put on your Nikes, French-rolled your jeans, found your denim jacket, poofed up your hair, jazzed up your outfit with some giant, heart-shaped pink neon earrings and went out the front door to your town’s library. How times have changed. 

  • Mar 03, 2015 | Kathleen Wolf Davis

    Stuart Lombard with ecobee and  Debbie Kimberly with Austin Energy discuss the smart thermostat market and how utilities can get in the game. 

  • Mar 03, 2015 | S. Jasjeet Singh
    Utilities have taken various initiatives with regards to achieving smart grid and deployed millions of smart meters for its residential customers & businesses. These smart devices are capable of recording, storing and pushing back the interval consumption data along with other metering variants.
  • Feb 28, 2015 | Kathleen Wolf Davis

    Throughout these cold, cold weeks, there has been a moment or two of light, of warmth that shines through—like our top five tweets of the month. These tweets bust a rhyme or two, argue color hues, celebrate engineers and set off dueling groundhogs. 

  • Feb 24, 2015 | Joyce Tam
    With so many advanced tools now available to fine-tune operations, utility organizations with a field service workforce have reached an unprecedented transformative stage. By leveraging technology trends such as the Internet of Things, advanced analytics and smartphone and tablet integration, these organizations are reinventing themselves as predictive, rather than reactive, operations.
  • a guest commentary

    Feb 19, 2015 | Kathleen Wolf Davis

    James Fine, senior economist with EDF, details his testimony this week at the Illinois Commerce Commission on the benefits of TOU to consumers in the state.

  • Feb 19, 2015 | Alex Dzurick
    With all the talk of educational reform these days, not too much is certain in a K-12 science classroom anymore. One thing that is certain: teachers are finding less and less time for what are now "extras," like guest speakers. This can present a problem for you, the energy guru, who wants a chance to engage young scientific minds on energy topics. So how can you get into a science classroom where you will be accepted and given time to share your message?
  • Feb 18, 2015 | Kathleen Wolf Davis

    In January 2013, Duke Energy launched a home energy report program with the goals of bonding with customers, establishing the utility as a trusted energy advisor to those customers and meeting regulatory energy efficiency (EE) requirements. And the My Home Energy Report (MyHER) program was born.

  • part of the women-in-energy series

    Feb 16, 2015 | Kathleen Wolf Davis

    “Most people think I just mind the call centers,” said Gayle Lanier when talking about her job as senior vice president of customer services with Duke Energy. But, it’s way more than minding those call centers, she told me. In fact, those call centers are just the tip of a whole customer interaction web, of sorts. 

  • Feb 15, 2015 | Jeff Lewis

    Leading electric utilities, such as San Diego Gas & Electric (SDG&E), are embracing various digital platforms such as desktop and mobile websites, mobile applications, and social media---proving that it is possible for electric utilities to step into the fast lane and successfully adopt digital customer service strategies along with traditional customer call centers.  

  • Feb 10, 2015 | Kathleen Wolf Davis

    You’ll notice in this issue a common theme---namely that no one is super sure what a smart city is, nor what a smart city will become. We’re feeling that out, as is perfectly understandable for people trying to both grasp and build the future at the same time. So, we've gathered insights to help from MIT, EPRI, Con Edison, SEPA, ComEd, AMP, a few cities, some academics, Harley Davidson and one data scientist to tell you if your utility needs someone just like him. 

  • Feb 09, 2015 | Kathleen Wolf Davis

    For today’s installment of Utility2Utility, we’re chatting with Chad Klein, director of corporate communications for North American Power about retail energy, NAP's growth and the new world of customer billing they’ve entered in a couple of markets.

  • Feb 03, 2015 | Patty Durand

    Over the course of 2014, Smart Grid Consumer Collaborative’s (SGCC) research indicated that consumer engagement is growing. This is good news because as engagement grows more consumers will understand the economic, reliability and environmental benefits that grid modernization offers. 

  • Is the world ready for an electric hog?