Breakthrough techniques for engaging electric power customers #3: Utility challenges
How does an electric power utility respond to the new reality of the empowered consumer? Experts will tell you that the right customer strategy combined with the right analytics can turn your customers into loyal advocates. Learn more about best practices in engaging electric power customers via the replays of our Sept. 25, 2012 webinar with Vickie Dorris from IBM and Patty Durand of the Smart Grid Consumer Cooperative. You can also download the slide deck used in the webinar.
The webinar has been split into five segments for ease of replay. Click the Watch the Replay link at the top of this page to watch the third segment. In it, Vickie Dorris, Solution Leader, IBM Energy & Utilities Industry, discusses the challenges utility companies face and some of the gaps between electric power customers' wants and needs and utility capabilities.
Use the links below to watch the remaining four video segments.
In the first segment SGN's Jesse Berst introduces the topic and the challenges of engaging today's electric power customers. Then Patty Durand of SGCC introduces her organization's work in consumer research.
The second segment features SGCC Executive Director Patty Durand presenting research findings on consumer attitudes toward utility time of use (TOU) and peak time rebate (PTR) programs.
This fourth segment has Vickie Dorris of IBM and Patty Durand of SGCC fielding audience questions that range from getting customers to engage to technology barriers to variable pricing.
In the fifth and final segment Vickie Dorris of IBM explains the value of linking data to analysis to decisions - IBM's "Next Best Action." This segment includes additional Q&A dealing with counteracting consumer privacy concerns and other topics.