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The vast majority of utility providers across North America have little-to-no competition. Traditionally this has stopped utilities from spending on technological innovations and other developments that improvethe customer experience (CX).

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To reach high levels of customer satisfaction in today’s world, it is critical that utility providers digitally transform their business. Technology helps utilities meet the needs of their customers, improves customer engagement, increases internal efficiencies and improves the bottom line.

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From a business perspective, utility usage data is an important metric. Not only does it give you insights into customer behaviour, it also gives you invaluable KPIs that help you build a strategy around your long-term objectives for managing conservation and demand.

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The energy industry has seen significant changes over the past decade, and the pandemic has only increased what customers expect from their electricity providers even further.

This has been a challenge for electric utility providers, which have traditionally operated in an industry with little-to-no competition. This lack of competition left many management teams seeing no real value or ROI in prioritizing the customer experience and investing in innovative technologies. 

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No customer likes an increase in their bills, especially when they could have limited control over the company they use - like their utility providers. But what if we told you rising energy bills were an opportunity for your utility to improve the utility customer experience?

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Are you providing your customers real time usage data and trends? If not, you’re missing a huge opportunity to enhance utility customer engagement and improve customer satisfaction levels. By simply providing your utility customers with usage data and analytics, you can dramatically transform the customer experience for the better.

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Customers in 2022 are more environmentally-conscious than ever before, and are becoming increasingly more aware of electric vehicles, self-generated energy sources and the impact of climate change.

As a result, consumers are now demanding that their utility providers ‘up’ their environmental game by introducing new initiatives, enhanced customer engagement and processes that help both the customer and utility to become more environmentally friendly.

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Customer centric strategies and culture are all about creating world-class customer experiences and focusing your company’s efforts on truly delivering what your customers expect and need from your business.

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Winter is here, and for utility companies in northern locations that means snowstorms, icy roads, freezing temperatures, and high winds … all of which translate to a higher risk of service outages.  

When this happens, you can be sure that customers will want to report their outages to your utility and receive communication from your organization on when their service might be back up and running. 

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In Ontario, Canada, the province’s five largest electricity providers have come together to warn the public about ongoing utility scams concerning fake phone calls, texts and bills connected to their utility accounts. 

Hydro One, Alectra Utilities, Lexicon Energy, Hydro Ottawa and Toronto Hydro all joined together to get the message out that scammers are targeting customers and threatening to turn off their power, says CTV News

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