Letter from The Community Leader:

Earlier this year Energy Central set Customer Care as part of our Special Issue topic calendar.  Little did we know how important this issue would become. Amid the global crises that has been thrust upon us all in 2020, utilities have had to adjust rapidly.  In addition to ensuring that customers are able to keep their lights on, utilities are still expected to meet other customer demands such as: providing personalized and agile billing and payment options; catering to the green-driven customers who want to be a sustainability partner; offering efficiency or load management programs to homes and businesses; tapping into the world of smart meters and devices in a customer-friendly way; always being available for communications via traditional or digital means; and so much more.

As part of our special issue series, Energy Central has gathered stories and articles from all corners of the utility sector for a two-part Hot Topic Series entitled “Utility Customer Care in 2020: A New Reality.”

Follow this link to read through these high-value posts shared by your peers from the Energy Central community. And, while you are there, we encourage you to start a dialogue in the comments section. Let’s start conversations that will challenge our understanding of customer care and help drive the industry to new and improved outcomes!

We look forward to hearing your thoughts and hope you enjoy this special issue!

Audra C Drazga
VP of the Power Industry Network