• Making the Pivot: The New Playing Field of Customer Experience Management

    The very best athletes shift the momentum of the game at critical moments, and as spectators this pivot can take our breath ... Read Article

    Winning Back ”Lost” Customers: Who Do You Woo – and How?

    How many customers does your company lose every year? If you’re like the average company, up to 40 percent of your customers ... Read Article

    INTERVIEW: Alan H. Richardson

    Energy & Utilities: Let’s start by taking a look at the state of the electric utility industry marketplace as it relates to ... Read Article

    Communication Technology Considerations for the Intelligent Utility Network

    Most industries have experienced significant transformations over the past few decades, which have resulted in improved business processes and a more efficient ... Read Article

    Energy Independence Is Cool(er)?

    There is growing interest in the U.S. both in achieving some increased degree of energy independence and in reducing CO2 emissions to ... Read Article

    Curbing Theft of Service Starts With Getting to Know Your Customer

    Theft of service has been discussed more in the boardroom in the last three years than it has in the past 30. ... Read Article

    A Long-Term View of Technology’s Value to Utilities

    The rise of wireless data networks, coupled with the evolution of software solutions, has made advances in field automation, project management and ... Read Article

    Fast Answers Through Embedded Business Intelligence

    Utilities have long been on a quest for better ways to handle and make sense of data. Few other industries need control ... Read Article

    Tackling Utility Customer Cost to Serve

    Utilities in the U.S. stand to save considerable expense by evaluating their customer service operations from a customer cost-to-serve perspective. They spend ... Read Article

    AMI = Smart Meter + Smart Customer + Smart Utility

    The business world seems to be all about “smart” these days. You have smart cars, smart money, even smart mobs. The utility ... Read Article

    What Utilities Can Gain From Customer Profitability Analysis

    Introduction Recent moves toward a more competitive retail environment, as well as increased performance expectations from shareholders, have focused utilities on improving ... Read Article

    Application and Design of the Modern Substation Automation Platform

    This paper describes the application of the modern automation platform in electrical transmission substations. The applications described within are not “bleeding edge” ... Read Article

    RAMP: A Unique Solution to Recovering Lost Revenue

    Revenue losses are a common problem among utilities across the globe and are typically segmented into three categories: Technical – energy/commodity lost ... Read Article

    Challenges of Demand Response and Distributed Generation

    Project Introduction and Motivation Electricity system challenges have emerged in Washington’s Olympic Peninsula that make it an ideal laboratory for advanced intelligent ... Read Article

    The Three Pillars of Energy Policy

    Successful energy policy is about trade-offs between different and divergent agendas that must somehow be reconciled. Energy policy, whether in the U.K., ... Read Article

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