customer service

ANN ARBOR, Mich., (March 22, 2022) – Residential customer satisfaction with the energy utilities sector overall creeps up 0.3% to 72.2 (on a scale of 0 to 100), according to the American Customer Satisfaction Index Energy Utilities Study 2021-2022. Of the three categories measured in the report, cooperative energy utilities, unchanged at 73, now share […]

Reliability performance is core to the utility industry. Utilities strategically design and invest in their system to maximize reliability performance—traditionally measured by System Average Interruption Frequency Index (SAIFI), System Average Interruption Duration Index (SAIDI), and/or Consumer Average Interruption Duration Index (CAIDI). These quantitative metrics largely drive utility investment decisions, shape strategic priorities, dictate regulatory approvals, […]

2021 Predictions for Energy, Utilities, and Resources Even if the climate crisis is currently having to share headline space with the global pandemic, it has by no means lost its traction. Nor have the perils of climate change lost any of their urgency. Taking a global stance, I would say that the charge to lower […]

Houston, Texas (March 31, 2020) — Radix is developing a complex artificial intelligence platform for CEMIG’s (Companhia Energética de Minas Gerais SA) Customer Service Platform. The ‘R&D D0650’ project’s objective is to apply Omnichannel, Chatbot, Artificial Intelligence, and Big Data technologies to facilitate and improve customer communications while reducing expenses. CEMIG is one of the […]

How power companies are using experience management, or XM, to reshape customer relationships and reveal new revenue opportunities Here was a company with one of the largest investor-owned electric systems in the U.S.—the owner of close to a dozen electricity distribution entities—and a strong desire to pursue new opportunities outside its traditional regulated business. Those […]

Service delivery models are today undergoing unprecedented change to accommodate the needs of customers trying to navigate business and market uncertainties. Around the world, industrial manufacturers are facing new and familiar challenges ranging from economic and competitive pressures and the tightening availability of resources, to aging workforces, rising technology and operating costs, and heightened focus […]