The mission of this group is to bring together utility professionals in the power industry who are in the thick of the digital utility transformation. 


You need to be a member of Energy Central to access some features and content. Please or register to continue.


Wanted: CX Modernization Stories

In today’s customer-centric business landscape, companies that don’t keep pace with the needs of those they serve find themselves on the path to certain trouble. A few years ago, Forbes writer, Steven Denning, pointed out that the life expectancy of a firm in the Fortune 500 was around 75 years. Today, it’s less than 15 years and declining. Companies with innovation strategies and capabilities that give customers the best experience possible are better poised for longevity and prosperity.

In the utility industry, this is true for both utility companies and the vendors that serve them. While failure is not acceptable, utilities are now expected to evolve the customer experience (CX) in tandem with other more “daring” businesses that accept a certain amount of failure as a “learning tool”. To call this daunting is an understatement, so utility companies often lean on product and service providers for help. This means that vendors don’t have to just know their customers (utility companies), they need to understand the deepest desires of their customers’ customers and use this knowledge to evolve their own businesses ahead of the pack. The ability to do this well separates the most valuable vendors from the go-home-early crowd.

Throughout December, we would like to hear from utilities with CX modernization questions, analysts with data-backed opinions and vendors about how they are staying ahead of CX modernization trends (think “case study synopsis”, not sales pitch, please). 

Ready...set... “add to the discussion” below.

Vanessa Edmonds's picture

Thank Vanessa for the Post!

Energy Central contributors share their experience and insights for the benefit of other Members (like you). Please show them your appreciation by leaving a comment, 'liking' this post, or following this Member.


Matt Chester's picture
Matt Chester on Dec 4, 2018 2:14 pm GMT

When it comes to knowing the customer and giving them what they want/need, the push into smart home products come to mind. Not only will the increased 'smarting' of home energy products allow customers to more finely control the energy usage of their home, but we're certainly moving into a world where those products will be able to interact with utilities in new and exciting ways to save customers energy and increase efficiencies across a utility's customer base. These products represent a win-win for consumers and utilities, and I know some are specifically seeking out ways to educate and assist their customers in adding such smart appliances to their home-- conEdison is one that specifically comes to mind

Maria DeChellis's picture
Maria DeChellis on Dec 6, 2018 4:25 pm GMT

Two of the key factors that have presented a challenge to keeping up with customer experience/expectation goals is technology and deployment.  Historically, 12 to 24-month projects burn out utilities and customer experience projects wound up getting relegated to a Phase 2 that never arrived.  Secondly, on-premise customer applications were another source of pain as it involved more utility divisions and workstreams to get deployed.  The movement to SaaS applications like Oracle DSS and Customer Cloud Service mean that utilities can stand customer experience applications up quickly - and an incremental approach to deployment due to shortened timelines for implementation gives utilities the opportunity to show these changes sooner.  

While the 'cloud' isn't the answer to every question, it certainly is the answer to a lot of them!

John Boland's picture
John Boland on Dec 7, 2018 10:35 am GMT

Since the bill the primary touchpoint utilities have with customers, we are seeing utilities modernizing the CX by doing away with disparate systems for billing, payments and customer communications and moving to a single Cloud platform approach. In a whitepaper that we published, 4 Benefits of a Single Customer Platform for Utility Billing, Payments & Customer Communications Management (CCM), 81% of customers say a seamless experience would influence them to buy additional products and services.

Karen Marcus's picture
Karen Marcus on Dec 10, 2018 12:48 pm GMT

Utilities Should Consider These 3 Areas When Upgrading CX

Energy utilities haven't historically gotten high marks for their customer-friendly approach. But, as consumers increasingly experience customer-centric service from other companies, they expect the same from their utilities. - Read my full article -

Jennifer Espelien's picture
Jennifer Espelien on Dec 19, 2018 10:31 pm GMT

I've worked with utilities in both customer engagement consulting and selling a customer self-service solution. In both of these experiences, the concept of "modernizing CX" comes down to gathering cross-channel insights to first understand customer segments, and then tailoring the customer touchpoints for primary customer persona groups. A common challenge for encouraging digital self-service is protecting customer data while making a new ePortal registration "convenient" for customers. Web schemas and two-step authentication are becoming more familiar to customers now as they have a multitude of online accounts. Utilities are challenged when developing ways to encourage new portal registrations, yet there are several security and retention trends available to help increase the digital footprint and automate processes.

Get Published - Build a Following

The Energy Central Power Industry Network is based on one core idea - power industry professionals helping each other and advancing the industry by sharing and learning from each other.

If you have an experience or insight to share or have learned something from a conference or seminar, your peers and colleagues on Energy Central want to hear about it. It's also easy to share a link to an article you've liked or an industry resource that you think would be helpful.

                 Learn more about posting on Energy Central »