Talk about 'the perfect storm:' Extreme weather meets social media, online and mobile devices. The last 12 months have provided no shortage of examples that demonstrate how utilities' customer service requirements are changing. Clearly, interacting with utility customers is becoming increasingly complex. Customers expect fast and informed interactions with their service providers--anytime, anywhere.
But like most challenges, the mixing of new media with traditional channels, and the convergence of customer service, sales and marketing creates opportunity--your utility has new ways to establish relationships with your customers, to provide `next generation customer service' and to engage them in energy efficiency programs. So, where to begin?