Customer Engagement at Scale – Driving Commercial Building Energy EfficiencyElectric Light & Power, Novemeber 14, 2013
Recently, communication between utilities and their customers mostly revolved around charges listed on customers’ monthly bills. Engaging customers across entire service territories was challenging and limited in its perceived value. Catalyzed partly by technological advancements in the smart grid and broader digital economy, however, customers across the nation recently have come to expect increasingly better service and proactive engagement from their utilities.
These advancements have given utilities new tools to meet this desire for deeper communication. Many utilities have embraced building a comprehensive engagement strategy and have continued investing in new technology-enabled capabilities that allow more effective customer communication.