Works published by CS Week


 

LEADERSHIP LESSONS LEARNED FROM OUR MENTORS: Time-Honoured Values That Are Shaping the Utility Customer Experience of
the Future

By: David J. McKendry


Applicable to any personal or business setting, David J McKendry’s first foray as an author, Leadership Lessons Learned From Our Mentors is an easy-read compilation of universal values showing how to get things done through your most important asset – people. Chapters from 40 successful utility customer service executives, directors and managers, together representing a combined 2,000 years of experience 480 time-honoured leadership lessons Honest, evocative and personal stories about mentors whose words and actions chalk up valuable lessons Written in first person, Leadership Lessons Learned From Our Mentors shares battle-tested secrets to success from respected utility thought leaders across North America. These professionals are guiding the utility customer experience for essential “life blood” services such as electricity, gas and water to millions of residential and business consumers. David J. McKendry is Senior Fellow at the Canadian Electricity Association – the National Voice of Electricity in Canada. He provides guidance on Electricity Distribution, Customer Service, Emerging Technologies and Issues; he is a coach and mentor.

Promotional video located here
 

Profiles in Excellence: Utility Chief Customer Officers

By: Penni McLean-Conner


Penni McLean-Conner, in her book Profiles,  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. These CCOs are focused on their customers and their employees. They actively develop their team and love celebrating success. This is a must-read for aspiring customer service leaders also tells the stories of the CCOs’ career paths and officers a lens into their visions for serving customers now and into the future.        

Promotional video located 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.