Uplight

FEBRUARY 19, 2024

Many of us in the utility industry keep a close watch on the annual J.D. Power Satisfaction Study to get a pulse check on how energy customers are feeling about their engagement from their providers. Unfortunately, the results from the J.D.

2023 59

2023 Customer Satisfaction Engagement Customers 59

West Monroe

FEBRUARY 19, 2024

The energy transition is driving a fundamental reset of the traditional utility business model. There is an acceleration of interconnections of distributed energy resources (DERs) and large-scale renewables, a generation of utility experts are retiring, and the pandemic shifted a largely in-person workforce to a hybrid one.

Innovation 52

Innovation Financial Roadmap Culture 52

Uplight

DECEMBER 12, 2023

Energy powers our lives and without it, we are literally in the dark–making it critical that we ensure our energy infrastructure is reliable and available. One of the Read More The post How Uplight Is Reducing Security Risks Amid Growing Threats to Energy IT Infrastructure appeared first on Uplight.

Engagement 52

Engagement 52

West Monroe

NOVEMBER 9, 2022

The last year has seen significant investments signed into law to: help modernize infrastructure; create programs to accelerate deployment of clean energy and reduce greenhouse gas emissions; and increase accessibility and opportunity for consumer-driven change at home.

Presentation 40

Presentation Transportation 2030 Roadmap 40

West Monroe

NOVEMBER 9, 2022

The last year has seen significant investments signed into law to: help modernize infrastructure; create programs to accelerate deployment of clean energy and reduce greenhouse gas emissions; and increase accessibility and opportunity for consumer-driven change at home.

Presentation 40

Presentation Transportation 2030 Roadmap 40

TechSee

MAY 1, 2018

AI is revolutionizing the way utilities operate, optimize and provide service to their customers. The utilities industry is shifting from a highly traditional, regulation-driven environment to a technology-driven, sophisticated marketplace. AI in Utilities: The paradox. There is a telling paradox in the utilities market.

2016 132

2016 2017 Call Center ROI 132

BlueOcean

FEBRUARY 14, 2024

SaaS companies are no strangers to how an entire industry can be flipped on its head with a simple reframing of business models. As the relationship continues, CSAs must proactively engage the customer to optimize their product utilization. It all adds up quickly, requiring a significant investment of time, money, and energy.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

SurveySparrow

SEPTEMBER 26, 2023

Have you ever thought about the story behind your everyday utilities? But, have you ever wondered what makes the world of utilities tick? In this blog, we’ll look into the secrets of customer experience in utilities- from the latest trends shaping the industry to effective strategies for enhancing utility services.

Customer Experience 52

Customer Experience E-support E Commerce Customer Satisfaction 52

West Monroe

JUNE 5, 2023

Email LinkedIn Twitter icon Facebook printer copy Print this page Listen to "Can the Nation's Largest Utility Company Match Amazon's User Experience?" About the episode Despite operating in a highly regulated industry, energy and utility companies face the same customer expectations as tech giants Google and Amazon.

User Experience 52

User Experience 2023 Healthcare Government 52

TechSee

DECEMBER 17, 2019

The customer service game has changed for energy, gas and water companies. It’s no longer just about providing a reliable service to customers who have been loyal for decades – it’s about providing effortless utility customer experience. Utilities must reduce customer effort. Utilize Visual Assistance.

Customer Experience 136

Customer Experience Competitive Advantage Social Media 2019 136

Interactions

MAY 20, 2022

Because of the regulated nature for many utility providers, customer retention is often not top of mind. Utilities, are more benchmarking their CX performance against other industries to meet customer demand. With that in mind, pricing can’t be the only factor utility providers look at to stand out from the competition.

2022 62

2022 Consumers Customer Retention Technology 62

Customer Bliss

NOVEMBER 15, 2016

Penelope (Penni) Conner has spent her entire career in the energy industry. From Penni’s own LinkedIn: Utility executive with over 25 years of experience in field operations, customer service and energy efficiency. These programs offer energy savings ideas and solutions to all customer segments. About Penni.

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Chief Customer Officer 2005 Social Media 2009 0

CSM Magazine

MARCH 7, 2024

Currently, around 500 agents at Sigma Connected depend on Encoded’s Agent Assisted Payments solution to handle thousands of inbound and outbound calls every month from customers in the energy and financial services sectors. Calls relate predominantly to general customer service and early arrears enquiries.

E Commerce 52

E Commerce Connections 2011 E-support 52

Alida

NOVEMBER 25, 2016

Boosting customer satisfaction with Alliant Energy. One example comes from an unexpected industry: utilities. In the e-book, Alliant Energy , a publicly traded electric and natural gas utility based in the Midwest U.S., The result: 85 percent reduction in research costs in 2015 alone.

ROI 269

ROI Measurement Brands Net Promoter Score 269

West Monroe

NOVEMBER 11, 2021

The natural gas industry is at another crossroads—leaving natural gas utilities and pipeline operators with plenty to consider. The industry last went through such a time when forecasts of severe shortages and high prices ended with hydrofracking, abundant supplies, low prices, and creation of a robust market for exports.

Transportation 52

Transportation Government 2002 Technology 52

Customer Bliss

APRIL 12, 2019

Monica Whiting , Vice President of Customer Experience at TECO energy , shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry. TECO is a utility company that provides electric and natural gas services in Tampa, Florida, and gas services across the state of Florida.

Customer Experience 162

Customer Experience Chief Customer Officer 2017 Leadership 162

West Monroe

APRIL 24, 2022

In the context of the lingering pandemic, utilities are re-defining their relationship to community and energy. With new pressure from regulators and other key stakeholders, utilities are piloting new programs, testing new ways to deliver existing programs, and centering focus on their most vulnerable customers.

Transportation 52

Transportation 2021 2022 Telecommunications 52

CSM Magazine

OCTOBER 11, 2021

In January 2018, I joined Insite Energy to help lead a strategic customer service transformation. At Insite Energy we provide heat metering, billing and payment services to landlords operating heat networks, providing a help-desk for residents of around 27,000 UK properties. Carly Freeman is Head of Customer Services at Insite Energy.

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2020 2018 Culture B2C 97

West Monroe

JUNE 29, 2023

Sustainability and decarbonization are growing trends in the energy industry, and electric utilities are no exception. But net-zero commitments and growing requirements for emissions disclosure are driving emissions reductions throughout other utility operations—specifically utility supply chains.

Transportation 52

Transportation Travel 2030 E-support 52

CSM Magazine

OCTOBER 6, 2022

EXL , a leading data analytics and digital operations and solutions company, today announced its recognition as a Leader in the 2022 Information Services Group (ISG) Provider Lens Power and Utilities Services and Solutions report. . utilities and energy sector in order to help utilities providers identify industry-leading digital partners.

Insurance 52

Insurance Healthcare 2022 2021 52

Zonka Feedback

JULY 10, 2023

Artificial Intelligence (AI) is prevalent in many industries and becoming integral to business processes. Industries like telecommunications, oil, gas, energy, aviation, and healthcare are all finding ways to utilize artificial intelligence. And the customer service sector is no different.

Customer Service 52

Customer Service Telecommunications Healthcare Customers 52

CSM Magazine

JUNE 27, 2022

The UK energy sector is hitting crisis point right now. However, research conducted by Macro 4 suggests that utility companies should be keeping a close eye on the service they provide to customers. We found that 58 per cent of energy customers expect higher levels of service in return for having to pay higher bills.

Customer Care 52

Customer Care Customers Social Media Interaction 52

Uplight

JUNE 3, 2022

The clean energy transition requires updated data uses, yet we’re not tapping the full value from data. The consumer economy utilizes data to Read More. The consumer economy utilizes data to Read More. The post Modern data use for a modern energy grid appeared first on Uplight.

Consumers 52

Consumers Engagement Marketing Insights 52

CSM Magazine

NOVEMBER 29, 2022

Energy Companies Feel British Public’s Social Media Wrath With British Gas, Scottish Power and OVO Getting the Worst Rap. New data reveals energy suppliers are letting their most at need customers down as they struggle to deal with tidal wave of complaints on social media. Octopus Energy comes out tops while British Gas ranks last .

Social Media 52

Social Media Consumers Customer Service Feedback 52

West Monroe

JUNE 5, 2023

Email LinkedIn Twitter icon Facebook printer copy Print this page Listen to "Can the Nation's Largest Utility Company Match Amazon's User Experience?" About the episode Despite operating in a highly regulated industry, energy and utility companies face the same customer expectations as tech giants Google and Amazon.

User Experience 40

User Experience 2023 ROI Government 40

West Monroe

DECEMBER 1, 2021

Significant time and effort is required of many utility employees, leaders, and vendor teams to successfully transform how the utility operates and improve service to customers. With that in mind, utilities have an opportunity to define or refine their analytics strategy, governance model, suite of tools, and supporting architectures.

Government 52

Government Events Metrics Measurement 52

Experience Investigators by 360Connext

MARCH 16, 2015

This summit is an exclusive opportunity to network and share best practices with fellow Customer Experience executives from a variety of industries, from companies like IPG Mediabrands, Wells Fargo, SunGard Corporate Liquidity & Energy, and more. Learn more and register here! Next Generation Customer Experience ConferenceSan Diego.

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Events Customer Experience Webinar Telecommunications 223

Magellan Solutions

MAY 3, 2022

As the lifeblood of most industries, there is no wonder why even the largest multinational companies aim to attract and please as many consumers as they can. Utility Sector. Dominion Energy. The common services utilized by companies under this industry are customer support and tech support. Financial Institutions.

Call Center 81

Call Center Telecommunications Banking Financial 81

Magellan Solutions

JULY 21, 2023

Utilizing blockchain allows businesses to build trust and remove intermediaries from outsourcing contracts. It involves utilizing software robots to automate repetitive tasks and processes. The outsourcing industry helps companies concentrate on their critical projects. Moreover, it reduces costs and streamlines operations.

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2023 Healthcare Innovation Technology 94

CSM Magazine

MARCH 21, 2023

It may seem as if running a sustainable online business is only about energy usage. Utilizing Renewable Energy While energy use may not be your biggest concern, especially when you invest in an established online business that does not operate from a physical location, it is still essential to consider the energy sources you use.

E Commerce 52

E Commerce E-support Transportation Social Media 52

West Monroe

OCTOBER 2, 2023

Amid the rapidly growing landscape of infrastructure development and modernization across the nation, the Infrastructure Investment and Jobs Act (IIJA) and Inflation Reduction Act (IRA) aim at tackling aging infrastructure across industry sectors. No one knows a community and its problems better than its own members.

Government 59

Government Metrics Document Measurement 59

West Monroe

APRIL 24, 2022

In the context of the lingering pandemic, utilities are re-defining their relationship to community and energy. With new pressure from regulators and other key stakeholders, utilities are piloting new programs, testing new ways to deliver existing programs, and centering focus on their most vulnerable customers.

Transportation 40

Transportation 2021 2022 Telecommunications 40

West Monroe

JANUARY 23, 2022

An increasingly connected energy-and-utilities ecosystem. The utility business model is changing in response to political, environmental, consumer, and cybersecurity pressures. Dozens of states have set targets for decarbonizing their economies across all sectors—and utilities will have foundational roles in these efforts.

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2022 Transportation Telecommunications Wireless 40

CSM Magazine

MARCH 19, 2024

Diving into the restaurant industry can be a thrilling adventure for those who are up for the challenge. Let’s peel back the layers of the restaurant business and explore what’s not often discussed, ensuring your venture isn’t just another statistic in the high failure rate of the hospitality industry.

Return on Investment 52

Return on Investment Hospitality Social Media Financial 52

West Monroe

JUNE 29, 2023

Sustainability and decarbonization are growing trends in the energy industry, and electric utilities are no exception. But net-zero commitments and growing requirements for emissions disclosure are driving emissions reductions throughout other utility operations—specifically utility supply chains.

Transportation 40

Transportation Travel 2030 E-support 40

West Monroe

DECEMBER 20, 2021

Decarbonization represents a significant challenge and opportunity for utilities. Taken as an opportunity, trends such as the shift to renewable energy and transportation electrification enable cost reductions and growth potential. Category 3—Customer GHG: Customer emissions that can be impacted by utility efforts.

Transportation 52

Transportation 2019 2009 Metrics 52

West Monroe

APRIL 3, 2023

Utilities are evolving. Faced with ambitious decarbonization goals, accelerating electrification efforts, new regulatory requirements, and critical cybersecurity risks, industry leaders are looking to large, transformational technology deployments to adapt to new challenges and position themselves for the future.

Management 52

Management Government Technology Roadmap 52