Customer Corner: Monthly Digest of Insights Shared by Your Peers in the Energy Central Customer Care Group – February 4, 2021

Posted to Energy Central in the Customer Care Group
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Freelance Energy and Technology Researcher and Writer, Final Draft Communications, LLC

Karen Marcus has 25 years of experience as a content developer within the energy and technology industries. She has worked with well-known companies, providing direction, research, writing, and...

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  • Feb 4, 2021

Welcome to the Customer Care Group roundup, Customer Corner. As always, your fellow group members are paying close attention to utility customer care trends and sharing their insights. This month’s selection includes information about how utilities will use the lessons of 2020 to connect with customers more effectively moving forward, a device that can save customers hundreds of dollars on new solar array installations, and more. Be sure to like and comment on your favorite posts. Happy reading!


Utilities Will Use Data and Empathy To Connect With Their Customers as an “Audience-of-One”

Rachel Reiss Buckley

Link to original article:

Many businesses had to learn new ways of doing things in 2020, and utilities are no exception. Here, Rachel Reiss Buckley, VP, Enterprise Strategy and New Products at E Source, and co-author, Liza Minor, Senior Staff Writer at E Source explain that the lessons utilities learned last year will transform how they design customer programs and experiences in 2021 and beyond. They present perspectives from E Source executives, who note that utilities will turn to quantitative and qualitative data to understand customers as distinct individuals to better serve them and reach operational and clean energy goals.


Con Edison Can “Connect” Customers With Solar Energy and Savings

Allan Drury

Link to original article:

In 2019 Con Edison provided 300 Smart ConnectDERs to customers installing a new solar array during a successful pilot program. These devices allow customers to avoid the cost of upgrading the circuit breaker panel and eliminates the need for excessive electrical boxes on the side of the home. They can save upwards of $1,000 for each residential customer. In this article, Allan Drury, Media Relations Manager at Con Edison explains how the Smart ConnectDER works, and its many benefits.


3 Ways Utilities Can Shape the “New Normal” in 2021

Tomer Borenstein

Link to original article:

Pointing out that the conditions causing disruption at beginning of 2021 can also bring growth, new Energy Central contributor Tomer Borenstein, CTO and Co-Founder of BlastPoint shares in this piece three ways in which utilities can contribute to the “new normal” this year: facilitating EV infrastructure expansion, adapting and pivoting with energy efficiency, and embracing artificial intelligence (AI) to unearth new streams of revenue.


Thanks again for reading this edition of Customer Corner! The authors listed above are eager to hear your thoughts and questions, so don’t hesitate to engage them. And if you want your content to be featured in this spot in future issues, be sure to publish your posts within the Customer Care Community.

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