Rebecca Harris, Research Associate – Con Edison is in its second year of producing its podcast, Plugged In. The podcast runs between 5 and 15 minutes and touches on a wide range of topics, focusing on innovative or politically relevant subjects. … View full story

By Suzanne Haggerty, Research Manager – Customers want to pay their utility bills. Utility companies want customers to pay their bills. Both sides want the process to be efficient and inexpensive. It really shouldn’t be so complicated. As an industry, … View full story

By Russ Henderson, Senior Research Analyst – The customer communications transformation that the utility industry is undergoing isn’t slowing down at all, and outage communications is at the center of that transformation. That was clear from last week’s presentations at … View full story

Ruchi Solanki, Research Analyst – The contact center is the first line of defense when it comes to customer interactions. As the “face and voice” of the company, it is imperative that the customer service representatives are engaging and educated … View full story

By Zahra Dhanani, Research Associate – In 2010, Red Bull announced they would send Felix Baungartner to the edge of space for the highest-ever free-fall jump to Earth, an event called “Stratos”. And, as millions know, they did it. After two … View full story