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 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

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

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. Gas LDCs are advancing a wide range of decarbonization measures and plans, often as part of jurisdiction-sponsored study and planning efforts.

Measurement 52

Measurement Company Policies Transportation 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

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

West Monroe

FEBRUARY 28, 2023

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. This focus was inevitable and timely given natural gas’ huge CO2e footprint within the power, heavy industrial, agriculture, transportation, and building heating sector markets.

Transportation 52

Transportation Policies System Measurement 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

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

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

CSM Magazine

NOVEMBER 29, 2022

Energy Companies Feel British Public’s Social Media Wrath With British Gas, Scottish Power and OVO Getting the Worst Rap. New data reveals energy suppliers are letting their most at need customers down as they struggle to deal with tidal wave of complaints on social media.

Social Media 52

Social Media Company Consumers Wait Times 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

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

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

West Monroe

NOVEMBER 12, 2021

Natural gas utilities and the pipeline industry play an important role in meeting energy needs—and they can begin preparing for the future today

Meeting 52

Meeting Industry 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 40

Transportation Travel e-support Trends 40

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

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

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

West Monroe

NOVEMBER 29, 2021

Natural gas utilities and the pipeline industry play an important role in meeting energy needs—and they can begin preparing for the future today

Meeting 40

Meeting Industry 40

North Highland

MAY 23, 2019

So how can utilities keep the lights on and pioneer our modernized, digitized future? digitally-enabled and sustainable energy provisioning strategies, data visualizations, smart meters, microgrids, advanced analytics, product innovations, etc.), Keeping Pace with Emerging Energy Sources.

Innovation 75

Innovation Fashion Consumers Hospitality 75

CSM Magazine

JUNE 18, 2020

Fortunately, the great scientists and technologists among us are working hard to create tools that promote energy efficiency, decrease your carbon footprint, and, best of all, help you save money on your utility bills. Energy Cost Calculator. But with GasBuddy, you can save by locating the lowest gas prices in your area.

Transportation 52

Transportation Travel Innovation Software 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

AWS Machine Learning

SEPTEMBER 7, 2023

Efficient control policies enable industrial companies to increase their profitability by maximizing productivity while reducing unscheduled downtime and energy consumption. Measurement data is produced at the edge by a piece of industrial equipment (here simulated by an AWS Lambda function).

Data 96

Data Policies Training System 96

Helen Dewdney

SEPTEMBER 22, 2021

The full guide regarding the energy crisis. Gas prices have gone up 250% since January and 70% in the last month. At the point of publishing, the companies Utility Point, People’s Energy, Money Plul PFP and Hub Group have ceased trading and Ofgem is arranging new suppliers for the customers of those companies.

Comparison 62

Comparison Government Insurance Consumers 62

Call Experts

APRIL 15, 2021

Then, you can outsource to industry professional support teams. Energy Information Administration, “Demand levels during the summer and winter months tend to be higher than demand levels during the fall and spring “shoulder” seasons when system demand for space conditioning (heating or cooling) is low. Confirmations.

Contact Center 98

Contact Center Advertising Tools Customer Experience 98

Magellan Solutions

MAY 3, 2022

As the lifeblood of most industries, there is no wonder why even the largest multinational companies aim to attract and please as many consumers as they can. Utility Sector. Dominion Energy. The common services utilized by companies under this industry are customer support and tech support. Financial Institutions.

Call Center 81

Call Center Company Telecommunications Banking 81

West Monroe

FEBRUARY 28, 2022

The trend of supply chain leaders serving as fortunetellers sees no signs of slowing with the geopolitical crisis unfolding between Russia and Ukraine bringing another round of supply chain disruptions—with ramifications especially for industrial and consumer brand owners. Accelerated transition to renewable energy.

Transportation 52

Transportation Consumers Analysis Industry 52

Inbenta

JUNE 30, 2021

Chatbot examples in the travel & leisure industry. Chatbot examples in the utility industry. Chatbot examples in the retail industry. Chatbot examples in the manufacturing industry. Chatbot examples in the healthcare industry. Chatbot examples in the logistics industry. Gol Airlines. TravelClub.

Chatbots 105

Chatbots Examples Self Service Insurance 105

Alida

NOVEMBER 25, 2016

Boosting customer satisfaction with Alliant Energy. One example comes from an unexpected industry: utilities. In the e-book, Alliant Energy , a publicly traded electric and natural gas utility based in the Midwest U.S., The result: 85 percent reduction in research costs in 2015 alone.

ROI 100

ROI Measurement Brands Net Promoter Score 100

CSM Magazine

JULY 4, 2019

Powered by Localz technology, British Gas’ new “On my way” platform is helping keep its position as the leading energy supplier in the UK. British Gas has partnered with Localz , leading experts in last mile location and messaging technology, to improve customer experience and overall efficiencies.

Customer Experience 40

Customer Experience Customer Satisfaction Communication Innovation 40

West Monroe

JUNE 8, 2018

CS Week is the premier annual educational and customer service conference serving electric, gas, and water/wastewater utility professionals globally. Since then we have all heard that the utility business model is undergoing profound change. Most of the retailers focus on customer acquisition and retention strategies.

Loyalty 40

Loyalty Self Service Chatbots Retail 40

Chadwick Martin Bailey

JANUARY 27, 2021

I recently bought a KitchenAid gas cooktop. low to high energy). Industry also matters! Because of the importance of understanding consumer emotions—and the utility of this particular framework— we’ve worked hard to develop AI that reliably captures emotions in each quadrant from what consumers say about how they feel.

Consumers 98

Consumers Measurement Handbook Brands 98

AWS Machine Learning

JANUARY 30, 2023

Water utility providers have several forecasting use cases, but primary among them is predicting water consumption in an area or building to meet the demand. Also, it’s important for utility providers to forecast the increased consumption demand because of more apartments added in a building or more houses in the area.

Analysis 66

Analysis Training Resources Groups 66

West Monroe

DECEMBER 20, 2022

greenhouse gas emissions come from industrial sources. Sustainability and Net Zero survey said they believe the industry has a special responsibility to society to become more sustainable. Industrial IoT sensors can be used to gather data that enables insight into optimizing energy usage. All Rights Reserved.

Metrics 52

Metrics Roadmap Leadership Analytics 52