• Sponsored Search

    Search and navigation are different behaviors, yet search engines are used to doing both. This means a good search engine can handle ... Read Article

    Web Analytics: The Non-Scary, Non-Techie Version

    You're capturing recency, frequency and monetary data about your customers. You're recording customer service contacts. You're doing your best to capture point-of-sale ... Read Article

    A Manifesto for Integrating Social Media Into Marketing

    You're capturing recency, frequency and monetary data about your customers. You're recording customer service contacts. You're doing your best to capture point-of-sale ... Read Article

    Improving Call Center Performance Through Process Enhancements

    The great American philosopher Yogi Berra once said, "If you don't know where you're going, chances are you will end up somewhere ... Read Article

    Meeting Future Utility Operating Challenges With a Smart Grid

    The classical school of utility operations prescribes four priorities, ranked in the following descending order: safety, reliability, customer service and profit. Although ... Read Article

    The Smart Grid: A Balanced View

    Energy systems in both mature and developing economies around the world are undergoing fundamental changes. There are early signs of a physical ... Read Article

    Customer Service in the Brave New World of Today's Utilities

    A NEW GENERATION OF CUSTOMER Today's utility customers are energy dependant, information driven, technologically advanced, willing to change and environmentally friendly. Their ... Read Article

    Software-Based Intelligence: The Missing Link in the SmartGrid Vision

    Achieving the SmartGrid vision requires more than advanced metering infrastructure (AMI), supervisory control and data acquisition (SCADA), and advanced networking technologies. While ... Read Article

    Plugging in the Consumer

    Thanks to new technologies and the spirit of independence and empowerment fostered by the digital age, consumers are taking on broader and ... Read Article

    Utility Mergers and Acquisitions: Beating the Odds

    Merger and acquisition activity in the U.S. electric utility industry has increased following the 2005 repeal of the Public Utility Holding Company ... Read Article

    Achieving Decentralized Coordination In the Electric Power Industry

    For the past century, the dominant business and regulatory paradigms in the electric power industry have been centralized economic and physical control. ... Read Article

    The Technology Demonstration Center

    When a utility undergoes a major transformation - such as adopting new technologies like advanced metering - the costs and time involved ... Read Article

    How Intelligent Is Your Grid?

    Many people in the utility industry see the intelligent grid — an electric transmission and distribution network that uses information technology to ... Read Article

    The Virtual Generator

    Electric utility companies today constantly struggle to find a balance between generating sufficient power to satisfy their customers' dynamic load requirements and ... Read Article

    Leveraging the Data Deluge: Integrated Intelligent Utility Network

    If you define a machine as a series of interconnected parts serving a unified purpose, the electric power grid is arguably the ... Read Article

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