Uplight

MARCH 25, 2024

Digitization is contributing to a massive transformation in the way we partner with customers on the energy transition. 60% of business customers prefer regular contact with their utility by email and businesses prefer digital to traditional channels for managing their energy.

Engagement 59

Engagement Customer Engagement Customers Management 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

SAP Customer Experience

FEBRUARY 2, 2023

An increasing number of utilities companies are exploring omnichannel customer engagement to reduce customer attrition and enhance customer loyalty.

Omnichannel 83

Omnichannel Customer Engagement Engagement Innovation 83

Uplight

DECEMBER 1, 2023

Our Intelligent Orchestration team, formerly known as Orchestrated Energy, enables utility clients to deliver grid flexibility by shifting or reducing kilowatts during peak times. Additionally, the team provides an engaging energy customer experience to retain customers in demand management programs for long-term grid flexibility.

Engagement 52

Engagement Management Customer Experience Customers 52

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 is also playing an increasingly central role in customer-facing interactions.

2016 132

2016 2017 Call Center ROI 132

West Monroe

NOVEMBER 15, 2023

Utility executives find themselves at the helm of a pivotal transformation as the electric vehicle market accelerates. That’s excellent news for consumers, and it means executives and utilities must prepare for a grid that can handle the energy demands of EVs and leverage their potential as energy resources.

Transportation 52

Transportation Automotive Consumers Technology 52

SAP Customer Experience

MAY 4, 2023

Last week the 17th International SAP Conference for Utilities and Energy took place in the beautiful city of Basel. There, I had the pleasure to welcome more than 800 customers, partners, and SAP colleagues from our Utilities and Energy Community to spend three days in interactive and inspiring workshops, roundtables,

Workshop 55

Workshop 2023 Interaction Customers 55

BlueOcean

FEBRUARY 14, 2024

That’s what has happened in the outsourced contact center space when it comes to SaaS clients — there’s been a metamorphosis from customer service cost center to customer success revenue protection and generation center. But with this new height of significance, is customer success really something you can outsource? Find a partner who can pivot.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

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 52

Presentation Transportation 2030 Roadmap 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

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

AUGUST 16, 2022

The Inflation Reduction Act was signed into law on Monday, which makes a significant investment in the clean and renewable energy market while also implementing several tax changes to help pay for that investment. What does this mean for the energy and utility industry? Clean energy tax credits. supply chain production.

2030 52

2030 Transportation Consumers Technology 52

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. A variety of factors are squeezing energy supplies and causing higher bills, and this isn’t expected to stop any time soon.

2022 62

2022 Consumers Customer Retention Technology 62

West Monroe

AUGUST 9, 2022

House of Representatives passed the Inflation Reduction Act on Friday, which makes a significant investment in the clean and renewable energy market while also implementing several tax changes to help pay for that investment. What does this mean for the energy and utility industry? Clean energy tax credits.

2030 52

2030 Transportation Consumers Technology 52

Uplight

AUGUST 25, 2023

Engaging small and medium-sized businesses (SMBs) in the energy sector is challenging– Uplight research has found that many businesses and organizations don’t reach out to their utility for energy-related advice or information, and are often distrustful of utility communications overall.

Communication 52

Communication Engagement Customer Engagement Information 52

Uplight

MAY 2, 2022

The majority of electric utilities have targets to completely or partially decarbonize within the next 30 years and the largest corporations on the planet are making 24/7 clean energy commitments. Luckily, customer-side distributed energy resources (DERs) are also proliferating faster than ever before, and these Read More.

Engagement 97

Engagement Customers Insights 97

Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. Increasing revenue with NewsCorp Australia. million in open opportunities.

ROI 269

ROI Measurement Brands Net Promoter Score 269

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. on Spreaker.

User Experience 52

User Experience 2023 Healthcare Government 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

NOVEMBER 16, 2023

With the launch of the federal Home Energy Rebates programs, residents have an unprecedented opportunity to weatherize and electrify their homes. Department of Energy to get their fair share of the $8.8 Electrification is coming. States across the country are busy preparing federal applications to the U.S. billion investment.

Customer Experience 52

Customer Experience Customers Insights 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

West Monroe

MAY 25, 2023

As we wrote in West Monroe’s 2023 Energy & Utilities Outlook , the world of utilities is evolving—fast. Utilities are facing unprecedented challenges—both big and small Electric utilities are facing complex challenges on multiple fronts during this transitional moment. Here’s why.

Management 52

Management 2030 2023 2022 52

Uplight

JUNE 6, 2023

Now in its second year, Uplight’s annual Customer Connect brings together a pioneering group of energy professionals committed to driving positive change in the energy landscape. The event highlights the importance of engaging customers, enhancing energy experiences, and accelerating the adoption of clean energy solutions.

Connections 52

Connections Events Customers Engagement 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. Fred Johnson Jr.

Customer Experience 136

Customer Experience Competitive Advantage Social Media 2019 136

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

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

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

Uplight

FEBRUARY 14, 2023

Several factors are converging to make winter load flexibility a critical need for utilities. Increasing energy prices, extreme weather patterns, and increased electrification are some of the factors driving utilities to evaluate ways to better engage with customers to meet their winter capacity needs.

Engagement 52

Engagement Customers Insights 52

West Monroe

DECEMBER 1, 2021

Decarbonization efforts are underway for utilities. But a clean energy future will require commitment, continued innovation, and strong customer engagement.

2021 98

2021 Innovation Customer Engagement Engagement 98

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

CSM Magazine

SEPTEMBER 29, 2022

Infinity , the global call intelligence and speech analytics platform, can today reveal that it has seen significant spikes in call volumes to utilities providers using its platform relating to energy price cap increases. Infinity’s call data shows that there was a week-on-week increase of 50.1%

Average Handle Time 52

Average Handle Time 2011 Telecommunications Automotive 52

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

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

Uplight

JULY 11, 2022

When it comes to rolling our new rates, utilities today are struggling with low customer awareness, low enrollments, and low response.

Customer Experience 59

Customer Experience Measurement Connections Customers 59

West Monroe

OCTOBER 2, 2023

Within the power and energy sector, the main goals include increasing resilience against cyberattacks and extreme weather events while accommodating the increasing penetration of Distributed Energy Resources (DERs). CBPs require a documented proposal from project conception through implementation and steady state operations.

Government 59

Government Metrics Document Measurement 59

Uplight

APRIL 25, 2022

The availability of customer energy data is higher than ever before, but utilities are struggling to access and utilize it. The post Moving Beyond Your Data Lake to Support a Simplified Energy Customer Experience appeared first on Uplight. This results in one-off, closed solutions that lack scalability and Read More.

Customer Experience 59

Customer Experience Customers Insights 59