Post tagged with "customer engagement"

Our Thinking

Europe will spend €56B on smart meters by 2020. How can utilities and consumers make the most of their investment?

  • By Casey Davis-Van Atta
  • March 12, 2015

Between now and 2020, Europe will spend €56 billion rolling out smart meters. What value will they deliver for the 170 million homes and business that receive them?

We asked nearly 500 energy professionals to weigh in. The response was overwhelming: nearly half said that smart meters’ greatest value will be in enabling customer-driven, value-added services — that is, programs that fall outside of utilities’ traditional core business. Roughly one-fifth felt that smart meters will deliver greater value through energy efficiency or renewables integration.

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The informal poll was one of three we conducted last month regarding the evolution of the smart grid in Europe.

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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


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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