The industry keeps getting smarter and smarter: Hot topics at DistribuTECH January 31, 2012
Posted by Dennis Smith in Utility Industry News.Tags: Chartwell, Chartwell Blog, customer engagement, Customer service automation, demand response, DistribuTECH, electric vehicle, electric vehicles, energy conservation, energy usage, meter data, mobile apps, online energy information, plug-in electric vehicle, smart grid, smart meter, smart meters, utilities, utility, utility communications
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Analytics, metrics, meters, home automation gadgets, bucket trucks, plug-in electric cars, dog bite repellent and some remote control vehicle that looked like the Mars lander. Even Hooter’s girls. Yes, the 2012 DistribuTECH had something for just about everyone last week in San Antonio.
Once again, the exhibit hall was extensive, or, as one attendee quipped, “big enough to land a [Boeing] 747 on.” We at Chartwell couldn’t cover it all. So we stayed focused. What was there to improve the utility customer experience? And the answer: still plenty. Here’s a recap (more…)
Top 10 Chartwell Blog Posts of 2011 December 29, 2011
Posted by Vanessa Edmonds in Uncategorized.Tags: smart grid, call center, utility market research, EMACS, electric vehicles, DistribuTECH, Chartwell Blog, utility industry events, outage communications, customer contact, utility industry, Top 10 Blog Posts, Top 10 blogs, top 10 posts, web and mobile customer interaction, customer interaction, Chartwell Summits
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In the spirit of closing out the year with a Top 10 list, these posts were authored by Chartwell researchers
and business professionals, and highlight issues that most resonated with the utility industry in 2011.
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Happy New Year!
The challenge with electric vehicles, like the smart grid, is customer communication July 28, 2011
Posted by Darren Epps in Utility Industry News.Tags: charging stations, customer communications, customer service, electric vehicles, Plug-In 2011, plug-in electric vehicle, utility communications, utility customer engagement, vehicle-to-grid
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The first Plug-In conference, according to those who attended the 2008 show in San Jose, more closely resembled a science fair than an electric vehicle showcase. Several companies unveiled projects and prototypes. People shared really cool ideas. One of the sessions was called, “Progression Toward EVs.”
The evolution of auto puts utilities in the driver’s seat June 29, 2011
Posted by Allison Herdic in Utility Industry News.Tags: charging station, Chartwell, customer, demand, electric vehicles, energy, off-peak rates, research, satisfaction, smart grid, stakeholder communication, Summit, TOU, utility
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While the buzz around electric vehicles (EVs) continues to gain momentum – all while gas prices continue to place increasing pressure on consumers’ wallets – more and more drivers are looking to ditch the pump and flip the switch. As this evolution occurs, the impact for utilities and the grid overall is continually under evaluation.
Automakers, charging station infrastructure installers, inspectors and local governments are all key players once an EV is purchased. However, the utility may be the first post-purchase point of contact and eager customers will expect quality information. But, who at the utility will take these calls and where on the website (or even mobile app) will key EV information be found?
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Five takeaways from DistribuTECH February 8, 2011
Posted by Darren Epps in Utility Industry News.Tags: customer service, demand response, DistribuTECH, electric vehicles, energy efficiency, energy usage, market research, online energy information, privacy, security, smart grid, smart meter, utilities, utility communications, utility customer engagement, utility customer service, utility marketing
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The Oracle cars and Elster bike cabs crossing paths in front of the San Diego Convention Center confirmed the hype surrounding DistribuTECH 2011 last week… and that people were tired of walking. I took a break from traversing the USS Midway of San Diego exhibit halls to identify five trends from the show:
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Nice to Meet You December 15, 2010
Posted by Allison Herdic in Utility Industry News.Tags: Chartwell, communicate, contact centers, electric vehicles, personas, programs and services, quantitative research, research, segmentation, smart grid, Summit, utility market research
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For years, utilities have worked to better understand their customer base to appropriately offer the right programs and services. Over time, mass marketing became more streamlined and targeted messaging entered the picture. Segmentation came into the landscape and offered a window into the preferences of various divisions of the customer base.
For quite some time, online retailers have been offering product suggestions based on browsing and purchase patterns. On a site like Amazon.com that offers a wide array of items, a lot can be learned about a customer based on shopping history. The future of drilling down and understanding customers more wholly is a different story, however. (more…)
Jack Be Nimble: The Future Mantra of the Utility Workforce? November 22, 2010
Posted by Allison Herdic in Utility Industry News.Tags: Chartwell, contact center, electric vehicles, EMACS, field service, mobile capabilities, smart grid, staffing, utility workforce
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If there has been a recurring theme lately, especially at EMACS 2010 – The Customer Experience Conference, it is: change and business evolution is inevitable. A key differentiator for success will be those that embrace and prepare for changing times, and those that resist and become the dreaded laggards.
We’re not talking about recreational space travel when discussing such issues as the smart grid, electric vehicles and mobile capabilities. We know these realities are here. Recently, much has been discussed about customer acceptance of new services and technologies. But, in this rapidly evolving era, what about employee acceptance? Who will be a part of your next workforce? (more…)
