Customer Care

  • Feb 04, 2016 | Guest Writer

    The smart home promises tremendous advantages in comfort, convenience and control. Sadly, most of today’s smart homes aren’t as, well, smart as we’d like. My house is among the smartest homes in my neighborhood, but let’s just say if it were a high school senior it wouldn’t be getting any scholarships to Harvard.

  • About 5,900 out of 15,290 villages equivalent to 33 per cent have been connected with electricity through the Rural Energy Agency projects, it was disclosed in the National Assembly.
  • Xcel Energy plans a multifaceted change to operations that could soon significantly affect customers, offering smart-grid technology and personal choice on types of energy customers consume.
  • Feb 03, 2016 | Guest Writer

    Of the many challenges utility executives face today, website redevelopment probably doesn’t rank very high. But if customers matter, it should. Consider that increasingly your customers’ primary experience of your brand is through your website.

  • And are you ready for juggling more than one?

    Jan 29, 2016 | Kathleen Wolf Davis

    I’m an old-school consumer. I want to sit on my couch, watch my reruns of “M.A.S.H.,” read my Steinbeck and not think about where my power was made. But my group of consumers is dying off and another, more active type is taking our places. Here are three suggestions to get yourself ready, utilities. 

  • Understanding your base

    Jan 26, 2016 | Felecia Lokey Etheridge

    As in retail, utilities, too, are being challenged to redefine—or, at a minimum, define—channel strategies and capabilities to meet or keep pace with customer expectations. Not only must utilities deliver on interactions but also address changing expectations and preferences of their customers—customers who are increasingly social, mobile and uber-connected (pun intended).

  • There is a growing trend within the utility industry to have customer satisfaction as an internal performance metric, which means, it is a tier metric that ties employee annual performance targets to customer satisfaction scores.
  • Dec 31, 2015 | Kathleen Wolf Davis

    Our New Year's surprise for you from Intelligent Utility: Our attempt to explain the evolution of the grid in emoji (using the basic definitions of each stage as defined, basically, by the all-knowing Wikipedia). We admit we were inspired by the emoji-filled series of Bill Nye videos. 

  • Dec 31, 2015 | Danielle Bender
    There's no doubt about it, El Nino is coming fast. Climatologists have been monitoring and measuring a large 'blob' of warmer-than-normal ocean-water temperatures south of Alaska for the past few years, concluding we are likely headed into one of the strongest weather events in the last 50 years.
  • Dec 30, 2015 | Kathleen Wolf Davis

    I touch every story that goes through these channels. Either I write it, find it, edit it, source it, chase it or simply am happily surprised when someone offers it. But every single word is something I’ve read first. Every single word.  I’m the gatekeeper and proud of it. So, knowing that I’ve been involved with every single bit of editorial, I thought I’d share with you my personal favorite stories of this very busy year as we wind it down.

  • Dec 28, 2015 | Guest Writer

    Recently, we’ve seen the DIY culture moving into the customer experience landscape. The rationale is that if companies aren’t giving customers exactly what they want, they will find a way to meet their needs without getting the company involved.

  • Dec 28, 2015 | Jeff Rambharack
    The utility customer is squarely in the energy industry spotlight. Market, regulatory, and technology disruptions are giving customers unprecedented power to choose how they use their energy, when they use it, and who provides it.
  • Avista’s Project Compass goes live

    Dec 22, 2015 | Kathleen Wolf Davis

    The last time we heard from Avista Utilities’ Vicki Weber, director of energy delivery technology, and Pat Dever, director of applications and systems programming, about their work replacing a legacy customer information system (CIS) named Project Compass, they were busy working out the kinks, thinking about the existential issues --- which Vicki called “unwinding the yarn ball” --- and looking for a whole lot of input.

  • Dec 18, 2015 | John Egan
    The Washington Post has a great year-in- review/year-in-preview feature called "The In & Out List." Many media and consulting organizations write a year-end recap/prediction piece, but the Post's list is required reading for me, even though I have not lived in the D.C. area for 25 years.
  • Dec 16, 2015 | Derek Handova

    Portland General Electric (PGE) provides insight on how it’s driving toward its 2020 Vision program by moving from obsolete, homegrown information technologies (IT) to common, standardized systems.

  • Dec 14, 2015 | John Gustafson
    Settling into his evening commute on the train, one of your customers accesses your website via an app on his mobile phone.
  • Dec 11, 2015 | Guest Writer

    In looking at organizations known for high levels of customer service, a common theme emerges --- a culture that supports their excellence.

  • Dec 10, 2015 | Staff Writer

    We chat with Paul Alvarez, president of the Wired Group and author of “Smart Grid Hype & Reality: A Systems Approach to Maximizing Customer Return on Utility Investment” about data, benefits, issues, ratemaking and regs.

  • Nov 27, 2015 | Patty Durand

    New York is about to undergo the largest modernization initiative in the history of the electrical grid, shedding light on the importance of a next-generation consumer supported “smart grid.”

  • Nov 26, 2015 | Guest Writer

    You can’t exactly roll into your garage and plug a hybrid vehicle into a turkey. But, you can use a turkey’s thermal storage capacity the same way you tap the energy in a cooler’s ice.