Five Strategies for Meter Reader Transition in the Utility Industry

Five Strategies for Meter Reader Transition in the Utility Industry

The electric utility industry is shaped and transformed through the introduction of disruptive technology ultimately benefiting consumers and improving operations. Often, new technology comes with the collateral impact of the elimination of jobs and skills which for many decades have been in high demand. Smart Grid Technologies are increasingly commonplace throughout the utility industry and...

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Will the flare of solar development finally break the utility business model?

The energy utility industry is collectively moving away from its historic emphasis on central station power generation delivered by high voltage transmission systems and substations to a more nimble, inclusive, and flexible utility system. There are two interrelated drivers to this transformational change that we are presently witnessing: The rapid emergence of new, distributed energy...

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How “Illuminating” is Your Utilities’ Customer Experience? 2015 Customer Effort Index in Utilities Results

In the utilities industry firms are zeroing in on customer experience as a means of predicting and improving customer satisfaction. Their approaches to elevating customer experience vary significantly. We have found that rather than waiting for stakeholders and regulators to force improvements, utilities gain more credibility and support by proactively designing customer interactions to be as...

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Inherent Barriers to Customer Service Success

Over the past few months, the Detroit water system customer service issues have generated a massive amount of external publicity and pressure. These pressures have caused the utility to temporarily cease turn-offs for non-payment, threatening the financial viability of the utility. In addition, the city has moved management of the utility to the mayor’s office – who must now manage an...

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Chicago, IL 60606
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