A webcast we held last week on “Lessons in Smart Customer Engagement,” offered up some insights into how three leading utilities are going about this task. Here are some highlights.
I queried the panel on three basic questions and a fourth was touched upon in passing:
Portland General Electric emphasized listening to customers to understand their needs and expectations, before a smart meter rollout. Are focus groups typically conducted by third parties? How expensive is it to listen?
How much do utility customers....