Aside from billing matters and service calls, customers historically have had little interaction with their utility providers. So it stands to reason that customer engagement remains a hurdle for traditional utility companies.
After a century in which their operating model changed little, regulated utilities now face empowered customers, the evolving smart grid, and deregulation. An emerging customer-focused model dictates that customers view their utilities as service providers rather than solely distributors of electricity, gas, or water. Utility companies will want to consider several factors when reshaping themselves around the customer.
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