This special interest group is where customer care professionals share tactics on how utilities are improving interactions with their customers. 


Talk to the Community About Customer Care: Energy Central is Calling for Submissions to our Upcoming Special Issue on ‘Utility Customer Care in 2020: A New Reality’

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Audra Drazga's picture
Vice President of The Power Industry Network Energy Central

I am the VP of the Energy Central Power Industry Network.  In this role, I help to connect professionals in the power industry through the development and management of topic-specific community...

  • Member since 2012
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  • Apr 28, 2020

This item is part of the Special Issue - 2020-05 - Customer Care, click here for more

Each month, Energy Central seeks to bring to the community a subject area of focus that is timely to the utility industry and primed for great articles from contributors across the platform. Amid the COVID-19 outbreak and the adjustment to day-to-day work practices, last month’s Cybersecurity Special Issue ended up more critical than previously imagined. This month, we’re putting out a call for articles on another topic that’s always a top priority of the utility industry, but has taken on a heightened importance and in today’s climate: Customer Care.

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The utility industry is a unique one across the business landscape because most customers across the country don’t have a choice when it comes to who is their power provider. However, because of that and due to the essential nature of the utility industry, customers expect even greater service from the utility than they typically would from any other industry. Especially with the rapidly advancing nature of technologies and programs available to the smart and engaged customer, the customer care they receive is more important than ever.

The forward-looking utility should look at the evolving landscape of the utility sector, the possibility of wrenches to be thrown into normal operations like the Coronavirus outbreak or natural disasters, and even the ever-changing expectations of a customer base that now cares more than ever about their carbon footprint and their impact on the grid and recognize that utility customer care in 2020 looks almost unrecognizable from utility customer care just 10 or 20 years ago.  

Energy Central is inviting community members to submit their insights for our next special issue: ‘Utility Customer Care in 2020: A New Reality.’  If approved, your stories will be shared in this special issue, scheduled to deploy on May 28.

What We Need from Energy Central’s Industry Thought Leaders

We’re inviting submissions from experts and leaders in the field of utility customer care. Share with your fellow community members your innovative strategies, case studies of what’s succeeded and what’s flopped, new research and analysis of what you’ve done on the needs of the modern utility customer, and more.

Invitation to Solution Providers

The “Utility Customer Care in 2020: A New Reality” special issue will be an opportunity to reach customer care professionals and decision-makers at utilities that you won’t want to miss. To learn how you can contribute an article or become a content sponsor of this exciting issue, please get in touch with a client representative at or download our media guide now for more information (see page 18 for information on Special Issues).

Instructions for Participation

Send your submissions to with the subject ‘Customer Care 2020.’ If you need feedback on your submission idea, feel free to send questions or even an abstract to the same email address (please note that if you send an abstract for review, do so at least a week ahead of the submission due date and make note that it’s an abstract in the subject line).

The due date for submissions to this special issue is May 22, 2020.  

We’re excited to see what you come up with and to see the collective areas of customer care that are in focus for Energy Central’s community members, so get started today!

Audra C Drazga

VP of the Power Industry Network

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