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In this white paper, Vertex explores some of the issues associated with improving customer service – and also whether the sector can learn lessons from the experience of organizations from other markets...
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Consumers must understand and embrace the new technologies before utilities will realize a return on these major investments. Achieving customer buy-in leading to changes in their consumption behavior will require a new approach to creating and sustaining positive customer relationships. Companies that fail to prioritize customer relationship building will be hard pressed to reap financial and other benefits from their investment in infrastructure and technologies.
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In the next 10 to 20 years, utilities will be forced to change more than at any time in their history. These changes will be profound and will affect not only utilities, but virtually all parts of our modern electrified culture.
One of the most dramatic changes will be in the traditional relationship between utilities and their customers, especially at the residential level. Passive electricity "rate payers" are about to become very active participants in the relationship with their utility...
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Philip Michell, one of Vertex's Consulting Directors gives his comment on the recent ash cloud disruptions and what customer service lessons can be learnt.
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Vertex's Managing Director Utilities, Dan Sullivan, joined experts from seven leading IT and customer-service companies to take part in a roundtable to discuss where the smart-grid journey is taking the utilities industry's customer-service processes.
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Realities, challenges and choices facing the UK energy supply industry in a smart metering environment - a white paper prepared by Vertex...
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