Recent breakthroughs in grid-connected battery storage

Rebecca Harris, Research Analyst — Utility-scale battery storage is quickly becoming reality in the U.S. Low prices, state policies and increased use of renewables are driving adoption of pilot and fully-functioning battery storage programs across the country. California is the … View full story

Is your customer satisfaction survey dissatisfying customers?

By Zahra Dhanani, Research Associate – You’re standing at the checkout counter and the cashier hands you an extremely long receipt. Your first thought is immediate annoyance at the wastage of paper, but the bottom of that receipt reads something incredibly … View full story

Connecting with customers via greeting cards

By Suzanne Haggerty, Research Manager – Remember when it was cool to get mail? When you were maybe 8 years old and just thought it was beyond exciting to find an envelope in the mailbox addressed to you, of all … View full story

Social customer care: a service evolution

By Allison Herdic, Industry Researcher – When the lights go out or a bill question arises, customer no longer turn solely to the utility’s call center or even the company’s website. Increasingly, customers are utilizing social channels such as Twitter and … View full story

Con Edison and Wonder Woman – Utilities in the World of Podcasts

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

Billing and Payment Conference takeaways – just make things easy

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

Outage communications conference takeaways – accuracy is good, but conversations are better

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

Engaged contact center teams are imperative to creating an excellent customer experience

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

Red Bull sent a man into space, so what can utilities do?

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

Video award category heats up as deadline nears

By Suzanne Haggerty, Research Manager – When Chartwell launched the People’s Choice – Video award category last year, we didn’t realize how many utilities were going to want in on the fun. We received a total of 43 entries — not … View full story