Call for Articles - Utility Customer Care 2021 and Beyond - [Energy Central Special Issue Series]

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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...

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  • Jun 22, 2021

This item is part of the Utility Customer Care - July 2021 SPECIAL ISSUE, click here for more

It goes without saying, but the past year has been rough on utility customers. The COVID-19 pandemic created fear, uncertainty, and worse. On top of the direct impacts of the virus, the economic fallout was massive, and we're only just starting to see the return to normalcy, but it promises to be a long road. In the thick of the outbreak, though, the utility industry stepped up to try and find ways to ease the stress for their customers. From pausing utility shutoffs and collections to adapting programs to ensure regular processes that had required in-person visits could be conducted virtually, the power sector did its best to shed the stereotype that it isn't agile, flexible, and fast-moving. 

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As we shift into the second half of 2021, the lessons learned on enhancing customer care and transforming the utility customer experience will not soon be forgotten. That means that we're likely looking at one of the more transformative times in the customer care silo of the utility industry, making this month's special issue all the more timely. 

In July, Energy Central, in partnership with Utility 2030, is putting a laser focus on Utility Customer Care covering everything from what is happening today along with a crystal ball look into the future.  Throughout the month, we will be producing PowerTalks, Podcast Interviews, a PowerSession, and a Special Issue Newsletter, all focusing on utility customer care. As part of this initiative, we are calling on the community to take part in the upcoming Special Issue: Utility Customer Care 2021, scheduled to deploy on Thursday, July 29th. We're seeking out in-depth feature stories, case studies, and white papers shared by Energy Central Community members to outline what you're seeing in these exciting new times. Digital technology is creating new opportunities, customers are becoming more engaged, and utility leaders are trying new and innovative ideas. We want to hear from you what utility customer care looks like at your organization and what you see for the future!


Some questions you may consider answering in your submission include the following: 

  • How did the COVID-19 pandemic transform the way in which your organization looks at and treats customer care? 
  • What new technologies are on the horizon that will give the customer new opportunities to enhance the utility-customer relationship? 
  • What new priorities are customers bringing to utilities that are changing the way you think about the customer journey? 
  • Does the ability of customers to generate or store energy on-site change the way utilities are approaching customer care? 
  • What new opportunities are available for utilities to offer their customers? 


We're calling on you to participate and share!


Participating for Professionals who work for a Utility, IPP, RTO, or Government Agency

We're inviting submissions from experts and leaders who are working every day in customer care. Share with your fellow community members your hands-on experiences and lessons learned, as well as predictions for the coming years.  We are looking for more than just a blog post; we are looking for a more in-depth look.  

*For professionals who work for utilities, IPPs, RTOs, or government agencies, submission is free. See below for details on how to submit an article and for deadlines. 


Invitation for Solution Providers and Industry Vendors to Get Involved:

The "Utility Customer Care 2021 and Beyond" Special Issue is a great way to share your insights and message with customer care professionals in the industry. To learn how you can contribute either an article or featured resource or become an official sponsor of our newsletter and PowerSession as part of our July topic focus on customer care, please get in touch with a client representative or Download our July Special Issue Product Guide now for more information.  


Instructions for Participation:

Send your submissions to with the subject ‘Customer Care 2021' If you need feedback on your submission idea, feel free to send questions or even an abstract to the same email address.  We are looking for more in-depth articles on this subject (5-10 paragraphs)- a little more than what you would typically share as part of a community blog post.  

  • Abstract due date (optional): July 12th, 2021
  • Final submissions due date:  July 19th, 2021
  • Issue deployment date: July 29th, 2021

To learn more about our Special Issue Article Guidelines and Review Processfollow this link.


Got a Big Idea, But the Words are Elusive? An Energy Central Expert, John Egan, can help! As president of Egan Energy Communications, John has decades of experience writing content for utilities and solutions providers. If you read trade publications, you probably have read something he wrote for a client. Contact him at or 720-949-4906.  


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