Customer Centricity

Time of Use Rates

Do Your Customers Understand Time-of-Use Rates?

Grid modernization and advanced metering infrastructure (AMI) are making the U.S. energy supply cleaner and more reliable. These efforts are now taking a huge step forward as more utilities prepare to roll out time-of-use (TOU) rate options.   The industry has been preparing for these initiatives for years. But are customers ready? It will be a …

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CX Trends

Research Results: CX Enablers & Technology Investments

Research Results: CX Enablers & Technology Investments “Utility customers want the lights to work, clean water to flow, and their bills to be accurate. Customer satisfaction is all about getting these things right and nothing more”.  It wasn’t very long ago that this statement rang true for most utility customers. Utility services were considered a basic, no bells-and-whistles commodity. “Set …

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Oracle AI

Taking Advantage of AI Throughout the Customer Lifecycle

Taking Advantage of AI Throughout the Customer Lifecycle It is becoming clear that the new battleground for customer experience is the smart use of data and artificial intelligence to offer omni-channel, connected experiences. Utilities have access to huge volumes of data flowing through their systems, websites, apps, call centres, and marketing programs–all of which continue to grow. If …

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IBEX Customer Engagement

Most Utilities Already Possess Foundations to Deploy High-Impact Customer Engagement Programs

Most Utilities Already Possess Foundations to Deploy High-Impact Customer Engagement Programs The cost of customer engagement reported in various white papers, infographics, and consulting decks does a disservice to utilities and their customers.   Utility executives face an onslaught of reports on the need to modernize customer engagement in the era of Amazon, Netflix, and Apple. …

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The Right People to Deliver a Successful CIS Implementation

The Right People to Deliver a Successful CIS Implementation As many utilities do, Citizens had a certain degree of uncertainty before starting the project in the following areas:  System implementation;  Digital transformation; and  Business process improvement across broad intervals of time and technological advances.   Citizens’ executive leadership recognized that their goal of a ‘successful project’ would require prudent unbiased guidance, …

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eliminate CX

Identify Your CX “Darlings” by Taking This Survey

Kill your darlings,” a common piece of advice given to writers, is an exercise that involves eliminating unnecessary storylines, characters, sentences, etc., that aren’t best for the overall story.

When we apply this concept to utility CX modernization, the best way for you to identify and kill your darlings is to first pinpoint your objectives and goals. “What are we trying to achieve and why?” is the question you should ask. When you have a clear answer, it is infinitely easier to identify the best opportunities to your desired destination and eliminate attractive distractors that will likely turn out to be time and money wasters.

climate change

Interview: Clean Energy Goals for 2035, Partisan Politics or A Real Business Case, with Mitchell Beer, founder of The Energy Mix

Interview: Clean Energy Goals for 2035, Partisan Politics or A Real Business Case, with Mitchell Beer, founder of The Energy Mix Utilities have been asked by the #Biden administration to expedite clean energy goals by as much as 15 years, from 2035 to 2015.  What would you say to those who held the belief that …

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