Post tagged with "customer engagement"

Our Thinking

These 3 statistics show utilities are falling behind on digital technology. Here’s how they can catch up.

  • By Aaron Tinjum
  • August 20, 2014

Technology has drastically changed utility customers’ expectations.

Consumers now expect their utility to communicate with them effectively via digital channels, like email, web portals, and social media. This is especially true of the next generation of energy consumers: millennials.

Digital channel communications — like outage alerts, savings advice, high bill alerts, demand response incentives, and thermostat management control — can help utilities to achieve business goals more readily and cost-effectively, and they’re also a key driver of higher customer satisfaction. 67 percent of consumers who use digital channels are satisfied with their energy provider, as opposed to just 58 percent who don’t engage online.

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Our Thinking

Illinois’ largest electric utility is using data and technology to put their customers first. Here’s how.

  • By Barry Fischer
  • August 18, 2014

Since 2009, ComEd has partnered with Opower to bring valuable data insights and energy management tools to millions of residential utility customers across Chicago and northern Illinois.

And the electric company continues to make significant investments in technology, analytics, and operations to offer their customers a high-quality experience around the clock and throughout the year.

To learn more about how ComEd is putting their customers at the core of the company’s business strategy, we recently caught up with Jana Jones — a Senior Program Manager at ComEd who develops strategies for the utility’s customer engagement and residential energy efficiency programs. In partnership with Opower, Jana manages ComEd’s Home Energy Reports program, reaching 1.5 million homes in the utility’s territory.

Here’s what Jana had to say about how ComEd is using technology, behavioral science, and other strategies to remain a customer engagement leader in the utility industry.

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Our Thinking

3 customer engagement lessons from one of New Zealand’s savviest utilities

  • By Aaron Tinjum
  • August 15, 2014

Around the world, energy consumers are expecting more from their utilities: more energy information, more personalized insights, and more opportunities to save.

To keep up with ever-growing expectations, leading utilities around the world — in both regulated and competitive markets — are employing customer engagement platforms to unlock the deep business value of keeping customers engaged.

Recently, Opower teamed up on a webinar with a valued partner and one of New Zealand’s leading utility companies — Mercury Energy — to share an enlightening case study that demonstrates what customer engagement can do.

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