Holistically, these technologies are the mediums of change through which humanity would survive through sustainable practices.Įnergy Central: At the SGCC fall conference, you're in a panel titled "Playing Catch-up." With that title in mind, do you see today's utility behind in meeting customer expectations? These technologies work in the background, providing utilities with the right amount of information and triggers-like historical usage, daily usage and forecasted usage based on their previous record-this helps them take necessary measures to manage the end customers’ consumption and at the same time ensure environment sustainability. To engage the customers, utilities need to adopt exponential technologies like Predictive Analytics, Artificial Intelligence, etc. For utilities to succeed in the future, enhancing customer experience has to be the focal point and woven into all aspects of their business. Sweetser: Currently, most utilities are adopting and employing digital transformation strategy to bring in much needed efficiencies, productivity and operational excellence into their business. Hence, it has become imperative for the utilities to integrate customer service with these mediums improving their business processes and increasing their operational savings.Įnergy Central: Are utilities making any wrong assumptions about what their future customer may want or need? The customers expect their utility to be digitally active and would rather have a real-time, two-way conversation than just be at the receiving end. We are seeing a new world dynamic where digital and social media are taking over the world. The utility industry is increasingly becoming customer-centric with an increased focus on customer engagement. However, a key factor that is molding the business model of utilities is changing customer expectations. Sweetser: The utility industry is undergoing rapid transformation with changing market dynamics, technological advancements, changes in regulatory requirements and increased focus on sustainability and conservation. Through positive customer experience, utilities are laying the groundwork for happy, enthusiastic, satisfied, and more engaged customers which would automatically mean utilities meeting regulatory mandates, more business and opportunities for a utility to evolve and find more revenue streams.Įnergy Central: What will the future consumer expect from their utility? By offering customers the insights into their consumptions through mobility and giving them means to control it thereby saving, and a sense of purpose to contribute towards sustainability and conservation – utilities create a win-win situation. With these advances in capabilities of utilities arises the need to enhance the customer experience. Most utilities have adopted these technologies giving consumers tools and intelligence to have meaningful engagement with their utilities.
Smart utility systems kurt sweetser software#
cloud computing and software as a service. At the heart of this change lies digital transformation of utilities enabled by swift advances in technology, i.e. But, that model is rapidly shifting toward real-time, two-way communication. Sweetser: Historically the customer-utility relationship has been mostly one way. They connected us to a favored expert-Kurt Sweetser, Vice President, Alliance Partnerships and Customer Relations with Smart Utility Systems-to talk about understanding the future electric consumer and how we build the system that consumer will actually want.Įnergy Central: What are the top three things utilities need to be laying the groundwork for with tomorrow's consumer?
We reached out to our friends at the Smart Grid Consumer Collaborative about their upcoming conference.
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