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"Leadership Lessons Learned From Our Mentors:
Time-Honored Values That Are Shaping The Utility Customer Experience Of The Future"
Dave McKendry is writing and compiling a book about mentors in our personal lives. You are invited to become one of his authors. Please use the link below to submit your story.
Profiles in Excellence: Utility Chief Customer Officers
by: Penni McLean-Conner
McLean-Conner shares the stories of eight all-star chief customer
officers who have demonstrated success in creating a customer-focused
culture, developing a team dedicated to customers and providing valued
customer facing products and services. This is a must-read for aspiring customer
See promotional video here
Rethinking Utility Customer Care
Satisfying Your Always-Connected, Always On Customers
By: Todd W. Arnold
Ubiquitous digital communication has created a customer that's always connected, always on. Utilities are adopting digital communication to connect to the grid, the meter, and the customer. Todd Arnold, industry veteran with over 40 years experience, examines the convergence of these two trends-the "smart customer" with smart energy-revealing the implications, challenges, and opportunities for utility customer service.
For more information, visit our Published Works page.
Director, Customer Service