Post tagged with "customer engagement"

Our Thinking

Live from PowerUp 2015: Opower’s utility partners and experts steal the show in Miami

  • By Aaron Tinjum
  • February 19, 2015

PowerUp Day 2

On the second day of Opower’s annual innovation summit in Miami, the spotlight shone brightly on the industry pioneers who are leading the way in revolutionizing the utility customer experience.

After a big morning announcement about Opower’s new Customer Care solution and new platform technology offerings, attention soon turned to our utility partners who shared their unique perspectives on better engaging customers.

The first session was a discussion featuring National Grid’s Jim Madej (SVP, Customer Energy Solutions), Phil Austen (Director, Program Strategy for New York), Carlos Nouel (Director, Alliance and Vendor Strategy), and Opower president Alex Laskey on developing a strategic path forward for utilities in the 21st century.

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Opower president Alex Laskey and Jim Madej, SVP Customer Energy Solutions at National Grid

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Our Thinking

With $30 billion on the line, utilities need to revolutionize the customer experience. Starting today, they can.

  • By Neel Gulhar
  • February 18, 2015

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For years, I worked at a major utility, figuring out how to better engage our customers.

It certainly wasn’t an easy task — customer service can be a hard business for utilities. That’s especially true in the context of the numerous challenges facing today’s industry: distributed generation, flattening electricity demand, increased pressure from regulators, and heightened customer expectations among them.

As an industry, these trends are leading utilities to focus more and more on improving customer service. And rightfully so — it represents a $30 billion per year expense that still has some room for improvement. The question is: can utilities truly reinvent customer service, in a cost-effective way that strengthens the customer relationship and bolsters the bottom line?

At Opower, we think the answer is a resounding “yes.”

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Our Thinking

She’s a demand response expert. Here’s how she used data analytics to help BGE’s customers save $13 million.

  • By Casey Davis-Van Atta
  • February 5, 2015

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Heather Anderson is a leading expert in residential demand response. As a manager at Baltimore Gas and Electric, she’s responsible for designing, implementing, and operating one of the world’s largest peak-time rebate programs. And she’s found incredible success: in just two summers, her program has helped BGE’s customers save more than $13 million on their energy bills.

In less than two weeks, Heather will share her story at PowerUp, our annual utility innovation summit. Here’s a sneak peek of what she’ll cover — plus some key takeaways in case you can’t make it to Miami.

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