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customer service


Why Resiliency in the Electrical Grid Should Be Measured from the Customer’s Perspective

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…


Renewables and Distributed Energy Resources Take Center Stage as Power Is Transferred to the People

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…


The X Factor in the Power Market’s New Math
renewable-energy-storage

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…


Rethinking the Service Delivery Model for Guaranteed Outcomes

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…