Uplight

FEBRUARY 19, 2024

Many of us in the utility industry keep a close watch on the annual J.D. Power Satisfaction Study to get a pulse check on how energy customers are feeling about their engagement from their providers. Unfortunately, the results from the J.D.

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Study Customer Satisfaction Industry Engagement 59

CSM Magazine

NOVEMBER 7, 2018

With the rise of challenger brands, this has become particularly important for the utilities industry over recent years. Findings of the UK customer satisfaction index (UKCSI) earlier this year revealed that the utilities industry found themselves with a customer satisfaction score of 74.4 Keep the customer informed.

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Interaction Telecommunications Customer Satisfaction Social Media 221

Uplight

DECEMBER 12, 2023

Energy powers our lives and without it, we are literally in the dark–making it critical that we ensure our energy infrastructure is reliable and available. One of the Read More The post How Uplight Is Reducing Security Risks Amid Growing Threats to Energy IT Infrastructure appeared first on Uplight.

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Industry Data Engagement 52

West Monroe

MARCH 14, 2023

In the coming months and years, expect an increasing number of utility regulatory commissions to begin ruling on third-party access to utility data—several state orders are currently examining the implications of making utility data more accessible to third parties and customers.

Data 52

Data Government Resources Analytics 52

Uplight

JANUARY 18, 2024

Over the next few weeks, I’ll be chatting with different leaders in the industry to get their perspective on the opportunity for demand-side solutions in the clean energy landscape, as well as their take on the recent announcement of Uplight’s planned acquisition of AutoGrid.

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Chief Customer Officer Industry Customers 76

West Monroe

NOVEMBER 9, 2022

The last year has seen significant investments signed into law to: help modernize infrastructure; create programs to accelerate deployment of clean energy and reduce greenhouse gas emissions; and increase accessibility and opportunity for consumer-driven change at home.

Transportation 52

Transportation Roadmap Government Industry 52

AWS Machine Learning

NOVEMBER 8, 2023

Computationally resource-efficient coding is one technique that aims to reduce the amount of energy required to process a line of code and, as a result, aid companies in consuming less energy overall. For example, if data is read from or written to disk more frequently than necessary, it can increase disk I/O utilization and latency.

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Resources Analytics Software Data 96

West Monroe

DECEMBER 19, 2022

It was a major move designed to help the state achieve its clean energy goal of being net-zero carbon by 2045. The ripple effect of the mandate will have transformative impacts on the automotive industry and increase pressure to ensure the availability of adequate public charging infrastructure. Consumers Energy. Sarah Nielson.

Transportation 52

Transportation Government Automotive Sales 52

West Monroe

FEBRUARY 19, 2024

The energy transition is driving a fundamental reset of the traditional utility business model. There is an acceleration of interconnections of distributed energy resources (DERs) and large-scale renewables, a generation of utility experts are retiring, and the pandemic shifted a largely in-person workforce to a hybrid one.

Self Service 52

Self Service Innovation Financial Software 52

West Monroe

FEBRUARY 26, 2023

” Though significant, the possibility should come as little surprise as governments around the world look to accelerate the energy transition and as the cost of fossil fuels rise amid the war in Ukraine and ongoing supply chain disruptions. Consider the following breakdown: Traditional utility infrastructure.

Trends 52

Trends Government Resources Technology 52

Blake Morgan

APRIL 19, 2022

? ? ? ? ?. Among the industries known for low customer service and satisfaction is utility companies. . For decades, utility companies have operated in heavily regulated markets where customers can’t choose their provider. One of the most common problems in utility is a lack of first contact resolution.

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Company How To Contact Center Customer Care 64

West Monroe

NOVEMBER 9, 2022

The last year has seen significant investments signed into law to: help modernize infrastructure; create programs to accelerate deployment of clean energy and reduce greenhouse gas emissions; and increase accessibility and opportunity for consumer-driven change at home.

Transportation 40

Transportation Roadmap Government Industry 40

West Monroe

NOVEMBER 9, 2022

The last year has seen significant investments signed into law to: help modernize infrastructure; create programs to accelerate deployment of clean energy and reduce greenhouse gas emissions; and increase accessibility and opportunity for consumer-driven change at home.

Transportation 40

Transportation Roadmap Government Industry 40

West Monroe

NOVEMBER 11, 2021

The natural gas industry is at another crossroads—leaving natural gas utilities and pipeline operators with plenty to consider. The industry last went through such a time when forecasts of severe shortages and high prices ended with hydrofracking, abundant supplies, low prices, and creation of a robust market for exports.

Transportation 52

Transportation Government Industry Guidelines 52

West Monroe

JUNE 20, 2023

Sustainability and clean energy have been gaining prominence for the past two decades, but today’s complex geopolitical dynamics and rapid technological advances have added new dimensions to the road ahead. The report focuses primarily on the drivers and barriers to success in the cleantech industry.

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Survey Trends Policies Industry 52

West Monroe

JUNE 20, 2023

Sustainability and clean energy have been gaining prominence for the past two decades, but today’s complex geopolitical dynamics and rapid technological advances have added new dimensions to the road ahead. The report focuses primarily on the drivers and barriers to success in the cleantech industry.

Survey 52

Survey Trends Policies Industry 52

TechSee

MAY 1, 2018

AI is revolutionizing the way utilities operate, optimize and provide service to their customers. The utilities industry is shifting from a highly traditional, regulation-driven environment to a technology-driven, sophisticated marketplace. AI in Utilities: The paradox. There is a telling paradox in the utilities market.

Self Service 132

Self Service Analytics Call Center Report 132

BlueOcean

FEBRUARY 14, 2024

SaaS companies are no strangers to how an entire industry can be flipped on its head with a simple reframing of business models. As the relationship continues, CSAs must proactively engage the customer to optimize their product utilization. It all adds up quickly, requiring a significant investment of time, money, and energy.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

West Monroe

APRIL 19, 2022

Both industry and government have the opportunity to take strategic action toward decarbonization with billions in funding available. —and increasing the use of renewable energy resources. electric utilities have set net-zero GHG emission targets for 2050 in line with states’ and regulators’ directives.

Innovation 52

Innovation Strategy Transportation Policies 52

West Monroe

JUNE 29, 2023

Sustainability and decarbonization are growing trends in the energy industry, and electric utilities are no exception. But net-zero commitments and growing requirements for emissions disclosure are driving emissions reductions throughout other utility operations—specifically utility supply chains.

Transportation 52

Transportation Travel e-support Trends 52

CSM Magazine

OCTOBER 6, 2022

EXL , a leading data analytics and digital operations and solutions company, today announced its recognition as a Leader in the 2022 Information Services Group (ISG) Provider Lens Power and Utilities Services and Solutions report. . utilities and energy sector in order to help utilities providers identify industry-leading digital partners.

Report 52

Report Analytics Comparison Healthcare 52

West Monroe

MAY 17, 2022

A transformative move to clean energy seemed right around the corner in 2021: utility-scale solar and battery storage set annual installation records , and the passage of the Infrastructure Investment and Jobs Acts (IIJA) allocated $73 billion toward building new power lines, rebuilding America's electric grids, and expanding clean energy access.

Policies 52

Policies Financial Industry Resources 52

West Monroe

MAY 17, 2022

A transformative move to clean energy seemed right around the corner in 2021: utility-scale solar and battery storage set annual installation records , and the passage of the Infrastructure Investment and Jobs Acts (IIJA) allocated $73 billion toward building new power lines, rebuilding America's electric grids, and expanding clean energy access.

Policies 52

Policies Financial Industry Resources 52

Zonka Feedback

JULY 10, 2023

Artificial Intelligence (AI) is prevalent in many industries and becoming integral to business processes. Industries like telecommunications, oil, gas, energy, aviation, and healthcare are all finding ways to utilize artificial intelligence. And the customer service sector is no different.

Customer Service 52

Customer Service Telecommunications Healthcare Industry 52

West Monroe

JUNE 5, 2023

Email LinkedIn Twitter icon Facebook printer copy Print this page Listen to "Can the Nation's Largest Utility Company Match Amazon's User Experience?" About the episode Despite operating in a highly regulated industry, energy and utility companies face the same customer expectations as tech giants Google and Amazon.

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User Experience Company Healthcare Government 52

SurveySparrow

SEPTEMBER 26, 2023

Have you ever thought about the story behind your everyday utilities? But, have you ever wondered what makes the world of utilities tick? In this blog, we’ll look into the secrets of customer experience in utilities- from the latest trends shaping the industry to effective strategies for enhancing utility services.

Customer Experience 52

Customer Experience Self Service e-support Trends 52

Uplight

JUNE 3, 2022

The clean energy transition requires updated data uses, yet we’re not tapping the full value from data. The consumer economy utilizes data to Read More. The consumer economy utilizes data to Read More. The post Modern data use for a modern energy grid appeared first on Uplight.

Data 52

Data Consumers Industry Engagement 52

West Monroe

NOVEMBER 28, 2023

and EU are both in a race to attract, develop, and scale significant sources of renewable energy and enable clean technologies—presenting plentiful targets and opportunities for investors. More broadly, investors are prioritizing energy production and proven assets at the top of the value chain in their capital allocation.

Trends 52

Trends Transportation Report Policies 52

Lumoa

APRIL 7, 2022

Net Promoter Scores are always an interesting topic of conversation, and industry NPS benchmarks even more so. This makes it an essential consideration for any customer success manager in almost any industry. NPS scores can vary significantly from industry to industry. and IT services is 42.

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NPS Net Promoter Score Industry How To 208

CSM Magazine

MARCH 7, 2024

Currently, around 500 agents at Sigma Connected depend on Encoded’s Agent Assisted Payments solution to handle thousands of inbound and outbound calls every month from customers in the energy and financial services sectors. Calls relate predominantly to general customer service and early arrears enquiries.

Connections 52

Connections e-support Customer Experience Financial 52

West Monroe

AUGUST 16, 2022

The Inflation Reduction Act was signed into law on Monday, which makes a significant investment in the clean and renewable energy market while also implementing several tax changes to help pay for that investment. What does this mean for the energy and utility industry? Clean energy tax credits.

Transportation 52

Transportation Consumers Industry Technology 52

West Monroe

AUGUST 9, 2022

House of Representatives passed the Inflation Reduction Act on Friday, which makes a significant investment in the clean and renewable energy market while also implementing several tax changes to help pay for that investment. What does this mean for the energy and utility industry? Clean energy tax credits.

Transportation 52

Transportation Consumers Industry Technology 52

Experience Matters

MARCH 12, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. This is the first year that utilities have been included in the Ratings. The bottom line : Utilities deliver mediocre customer experience. Georgia Power scored 16.9

Customer Experience 120

Customer Experience Effort Score Consumers Industry 120

C3Centricity

JUNE 2, 2021

Pricing needs to cover COGS (cost of goods sold), and contribute towards an allocation of fixed costs like rent, utilities as well as profit. Distributors selling industrial products may be priced higher due to convenience, they can provide the product to you almost immediately. Consumer marketing utilizes this concept frequently.

B2B 195

B2B B2C Brands Consumers 195

TechSee

DECEMBER 17, 2019

The customer service game has changed for energy, gas and water companies. It’s no longer just about providing a reliable service to customers who have been loyal for decades – it’s about providing effortless utility customer experience. Utilities must reduce customer effort. Utilize Visual Assistance.

Customer Experience 136

Customer Experience Effort Score Competitive Advantage Comparison 136

Interactions

MAY 20, 2022

Because of the regulated nature for many utility providers, customer retention is often not top of mind. Utilities, are more benchmarking their CX performance against other industries to meet customer demand. With that in mind, pricing can’t be the only factor utility providers look at to stand out from the competition.

Self Service 62

Self Service Strategy Consumers Customer Retention 62

CSM Magazine

MARCH 21, 2023

It may seem as if running a sustainable online business is only about energy usage. Utilizing Renewable Energy While energy use may not be your biggest concern, especially when you invest in an established online business that does not operate from a physical location, it is still essential to consider the energy sources you use.

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e-support Transportation Social Media Technology 52