Digital Customer Experience Articles

Customer Engagement in the New Utility Era

by Mike VanHorne | February 5, 2019 | Customer Service, Digital Customer Experience, Distributed Energy, Education, Electric Vehicles, Grid Modernization, Partnership, Renewables, Technology, Utility of the Future | 0 Comments

There’s a major trend happening in energy that is not measured in barrels or BTUs. Utilities are becoming much more focused on deepening their customer relationships. As state after state deregulates electricity, forcing utilities to compete with retail providers,...

Customer Satisfaction: Why it Matters to You

by Mike VanHorne | January 16, 2019 | Customer Engagement, Customer Service, Digital Customer Experience, Education, Gas Infrastructure, Technology | 0 Comments

There is a strong relationship between customer satisfaction and return on equity in the energy industry, and, although the industry has seen year-over-year positive progress, the needle is only being nudged. A JD Power white paper shows a link between customer...

Value-Added Services Are the Future for Utilities

by Mike VanHorne | August 21, 2018 | Aging in Place, Customer Engagement, Customer Service, Digital Customer Experience, Education, Gas Infrastructure, Intergenerational Communities, Millennials, Partnership, Technology | 0 Comments

Provinces are deregulating electricity, forcing utilities to offer lower prices to be competitive with retail providers. Homes boasting more energy efficiency and a growing interest in green technology flattens load growth, and many energy utilities have sought new...

Online Utility Marketplaces Boost Engagement and Customer Satisfaction

by Mike VanHorne | August 15, 2018 | Customer Engagement, Customer Service, Digital Customer Experience, Education, Technology, Utility of the Future | 0 Comments

As utilities seek new ways to more deeply engage customers, they are looking at branded online marketplaces for energy services. With a significant number of millennials now making energy decisions, this strategy is one that will resonate with more and more energy...