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

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. has been a Monolith Electric customer for 53 years. Fred Johnson Sr.

Customer Experience 136

Customer Experience Effort Score Competitive Advantage Comparison 136

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

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

West Monroe

JUNE 29, 2023

Sustainability and decarbonization are growing trends in the energy industry, and electric utilities are no exception. Initial decarbonization efforts focused on meeting these goals by reducing direct (Scope 1) emissions from generation or indirect (Scope 2) emissions by purchasing emission-free electricity.

Transportation 52

Transportation Travel e-support Trends 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

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

Customer Bliss

APRIL 12, 2019

Monica Whiting , Vice President of Customer Experience at TECO energy , shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry. TECO is a utility company that provides electric and natural gas services in Tampa, Florida, and gas services across the state of Florida.

Customer Experience 162

Customer Experience Chief Customer Officer Leadership Analysis 162

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.

User Experience 52

User Experience Company Healthcare Government 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

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

West Monroe

OCTOBER 23, 2023

About the episode In this episode, host Rissa Reddan discusses the transformative impact of electric vehicles (EVs) with experts Tyson Jominy, Vice President of Data and Analytics at JD Power, and Sam Uyeno from West Monroe's Energy & Utilities practice. Listen to "Digital Lessons from the EV Revolution" on Spreaker.

Automotive 59

Automotive Policies Transportation Consumers 59

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

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

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

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

West Monroe

DECEMBER 20, 2021

Decarbonization represents a significant challenge and opportunity for utilities. Taken as an opportunity, trends such as the shift to renewable energy and transportation electrification enable cost reductions and growth potential. Category 3—Customer GHG: Customer emissions that can be impacted by utility efforts.

Transportation 52

Transportation Metrics Technology Strategy 52

North Highland

MAY 23, 2019

Electricity is the driving force behind the intricate tapestry of our lives – it ignites a powerful spark that illuminates our homes, workplaces, schools, hospitals, and smart technologies — dramatically influencing the way we live, work, play, and connect. Keeping Pace with Emerging Energy Sources.

Innovation 75

Innovation Fashion Consumers Hospitality 75

West Monroe

JUNE 29, 2023

Sustainability and decarbonization are growing trends in the energy industry, and electric utilities are no exception. Initial decarbonization efforts focused on meeting these goals by reducing direct (Scope 1) emissions from generation or indirect (Scope 2) emissions by purchasing emission-free electricity.

Transportation 40

Transportation Travel e-support Trends 40

West Monroe

AUGUST 27, 2023

That includes interconnecting large-scale remote renewable energy resources, connecting states and regional electricity markets to facilitate interregional sales, and improving grid resiliency—Reducing transmission costs paid by customers would be an added benefit of strategically located new transmission infrastructure.

Meeting 52

Meeting Government Policies Resources 52

West Monroe

DECEMBER 1, 2021

Significant time and effort is required of many utility employees, leaders, and vendor teams to successfully transform how the utility operates and improve service to customers. With that in mind, utilities have an opportunity to define or refine their analytics strategy, governance model, suite of tools, and supporting architectures.

Government 52

Government Analytics Self Service Report 52

West Monroe

FEBRUARY 28, 2023

This focus was inevitable and timely given natural gas’ huge CO2e footprint within the power, heavy industrial, agriculture, transportation, and building heating sector markets. From a regulatory policy point of view, that philosophy now includes a laser focus on the role of natural gas in supporting the U.S.

Transportation 52

Transportation Policies System Measurement 52

West Monroe

APRIL 24, 2022

In the context of the lingering pandemic, utilities are re-defining their relationship to community and energy. With new pressure from regulators and other key stakeholders, utilities are piloting new programs, testing new ways to deliver existing programs, and centering focus on their most vulnerable customers.

Transportation 52

Transportation Telecommunications Government Policies 52

West Monroe

FEBRUARY 28, 2023

This is Part 2 of our series on gas utilities’ role in decarbonization. Read Part 1 on leveraging gas infrastructure in pursuit of a clean-energy future. cities with its Clean Energy DC Building Code Amendment Act , banning natural gas hookups for newly constructed buildings, effective beginning in 2026.

Measurement 52

Measurement Company Policies Transportation 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

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.

User Experience 40

User Experience Company ROI Government 40

Maru Group

DECEMBER 6, 2021

How do you engage customers in a low-engagement, highly regulated industry? This is the situation that National Grid is facing – along with many other utilities around the world. they deliver gas and electricity to 20 million people. o 38% more likely to recall National Grid’s energy efficiency (EE) communications.

Customer Engagement 52

Customer Engagement Engagement Interaction Transportation 52

PK

FEBRUARY 23, 2020

On the heels of the digital revolution, the new era of digitally-empowered utilities has officially arrived. Blockchain for energy trading. Though decentralized blockchain technology first became a household name with the rise of cryptocurrency, it stands to change how utilities and their customers produce and consume power.

Technology 52

Technology Software Customer Centricity CRM 52

Connective DX

FEBRUARY 23, 2020

On the heels of the digital revolution, the new era of digitally-empowered utilities has officially arrived. Blockchain for energy trading. Though decentralized blockchain technology first became a household name with the rise of cryptocurrency, it stands to change how utilities and their customers produce and consume power.

Technology 52

Technology Software Customer Centricity CRM 52

West Monroe

DECEMBER 20, 2021

Decarbonization represents a significant challenge and opportunity for utilities. Taken as an opportunity, trends such as the shift to renewable energy and transportation electrification enable cost reductions and growth potential. Category 3—Customer GHG: Customer emissions that can be impacted by utility efforts.

Strategy 40

Strategy Transportation Metrics Technology 40

Inbenta

JUNE 8, 2022

An example in the utilities industry. Let’s take an example with Inbenta’s technology and see what their bots are already capable of doing for a utility company. Electric meter reading. It is now already possible to send your own electric meter reading via chatbot or Whatsapp channels (automated with a bot).

Chatbots 52

Chatbots Ecommerce eBook Hotels 52

North Highland

MAY 17, 2019

Utilities are the silent enablers of our modern way of life. Every time a switch is flipped, or a computer is powered on, a utility partner is instrumental in making it happen by delivering a jolt of electricity through highly-complex power grids. Adding Utility to our Utilities.

Industry 63

Industry Competitive Advantage Healthcare Entertainment 63

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

JANUARY 23, 2022

An increasingly connected energy-and-utilities ecosystem. The utility business model is changing in response to political, environmental, consumer, and cybersecurity pressures. Dozens of states have set targets for decarbonizing their economies across all sectors—and utilities will have foundational roles in these efforts.

Transportation 40

Transportation Telecommunications Analytics Wireless 40

North Highland

MAY 23, 2019

Electricity is the driving force behind the intricate tapestry of our lives – it ignites a powerful spark that illuminates our homes, workplaces, schools, hospitals, and smart technologies — dramatically influencing the way we live, work, play, and connect. Four Keys to Grid Modernization Powered by Your People.

Competitive Advantage 75

Competitive Advantage Resources Hospitality Financial 75