From Linear to Love: A New Era of Utility Customer Service
- May 25, 2019 11:15 pm GMT
This item is part of the Special Issue - 2019-05 - Customer Care, click here for more
If the utility industry had a Facebook page, they would likely classify their relationship with customers as “it’s complicated.” Energy distribution is no longer a linear equation where a customer uses a resource and then is billed for it. With the emergence of solar, batteries and electric vehicles, customers are increasingly becoming energy producers themselves and are looking for more information regarding their overall usage and bill and how to lessen the impact of both. And they expect all this with higher levels of customer service and personalization.
The growth of these renewables, coupled with the data explosion from meters and other devices, is requiring utilities to rethink everything from their business model to billing structure to meet the demands of this new utility economy.
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