POWERING UP CUSTOMER EXPERIENCE: How utilities can reinvent their business model to delight customers

Description: The companies, he continued, are “being hit by greater use of alternative energy, smarter customers and smarter devices, while still being expected to provide the same level of service they always have,” he said. And customers’ growing interest in self-generation and efficiency is threatening to reduce utility revenue at a time when the sector is facing the need to spend a significant amount of money to upgrade its aging transmission and distribution infrastructure.