For instance, how many people use an app to order food and drinks from a fast food restaurant or a coffee shop? At first there were only a handful using these apps, but sit in any chain coffee shop and see how many walk in, pick up a drink and leave. These customers ordered and paid before entering the store, and never directly interacted with an employee. A utility customer is on the cusp of doing virtually the same thing: ordering services, changing rate plans or reporting a problem—all without making a phone call or sending an email.

Too true-- early on these apps were definitely ridiculed as unnecessary and even destined to fail, but they may be more the rule than the exception in certain situations. Will be interesting to see if utilities are as quick to see that paradigm flip!

Roger, it really is the technology development that is driving the customer interface; but that also brings up the age-old IT question, "just because you can doesn't mean you should"? 

Utilities, in general, have done a poor job of explaining the teriffic value and service they bring to their customers.  We're all spoiled; flip the switch and the lights come on, pretty much, 24/7.

And it is one of the few businesses where the bill is deliverd well past the time the service has been rendered. 

Technology could be used to address both these issues, i.e., with a glipse of real time use AND cost.  So if the AC is set to 72, there is a cost vs. when it's set to 78.  And reminders / notices can be sent to customers to highlight these sort of events.  Giving customers the ability to control costs in a "regulated environment" is a game-changer AND is / has only become available thanks to new technologies.

Sorry, Rodger, but I beg to differ. During my 40+ years in the industry, I have been a student of market drivers, issues and trends. And, as you know, I've spent more than 30 of those years as a market researcher and advisor to practically all of the top automation suppliers and a broad cross section of other participants (e.g., consultants, sales channels, distributors, service companies, etc.).

The net result of that experience amounts to what some might deem an inconvenient truth. That is, customers and utilities alike depend -- to a very substantial degree -- on suppliers to provide the path(s) forward when it comes to technology in general and automation technology, in particular.

While it might seem that customers are driving the changes, I believe that is only true to the extent that they follow the lead of suppliers, which in turn, their utilities count on for education about technology issues and trends.

Frankly, over the years I've been repeatedly dismayed and disappointed that utilities go to ridiculous lengths to avoid contact with suppliers until they have a project need, at which time they suddenly welcome their attention (and free lunches/dinners) to discuss the latest and greatest technological advances. A lot of these folks repeatedly disparage the value of conference attendance/participation by labeling these vitally important opportunities to have hands-on demos and discussions with industry experts as nothing more than "a bunch of people wanting to sell me something" --  a generalization that just makes me cringe!

As far as end user customers go -- and this is also a generalization -- they are getting much more savvy in recent years as technology has increasingly become headline news. However, not many are really pushing the envelope without the groundswell of new information now at their disposal via the Internet -- a gushing fountain of information -- but again, facilitated in large part by the efforts of suppliers and to some extent, the utilities. 

To be clear, i is not my purpose here to rain on anyone's parade, but I feel that the role of suppliers in keeping fresh ideas, new technology and creative solutions in front of utilities and customers alike (primarily for free, I might add) has been grossly under-appreciated for far too long, Want a free tutorial on AMR? Call a supplier. Want to know how Blockchain technology is affecting utilities over a free lunch or dinner? Call a supplier. Want to learn how Big Data/Analytics can improve your bottom line... at no charge? Contact a supplier!

These are just a fraction of the myriad examples of the crucial role played by suppliers in moving utilities and customers into the 21st century -- often accompanied not by friendly cooperation but by much kicking, screaming and fighting to maintain the status quo! Try that with a customer, and you'll be lucky if they even answer their phone.

In summary, I believe that suppliers -- not utilities or customers -- are the (primary) unsung heroes of technology education, application and adoption. And as such, I think they deserve a lot more recognition than they have received to date.