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Among regulators, utilities and associated consultants and advisors, millions of dollars and countless hours of brain power have been invested in smart-grid technologies. But will there be a return on this investment? Part of the rationale for most of the smart-grid and smart-metering activities is the premise that customers would participate in programs or modify behavior to lower consumption. In this article published in the February 2010 issue of Public Utilities Fortnightly, Rich Huntley explores how utilities get a meaningful number of customers to participate in the rates and programs facilitated by smart meters and smart communications.
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Insurers are charged with treating customers fairly and driving up conversion rates. These goals are not incompatible and advances in technology offer ways to succeed with both agendas, Vertex’s Stuart Hayman explains why in this article featured in Cover Magazine.
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The sweet spot in customer delivery can be a moving target, often moving faster in times of economic uncertainty. Contact center executives need to constantly review service levels and the information they are gathering from customers to make sure they are appropriately aligned.
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Vertex has identified five areas where typically more can be done to drive up customer management operational performance, including implementation of more rigorous operational methodologies and delivery of on-target customer and brand experiences. In this paper, we elaborate on each of these and provide some real-life examples that we hope will help to uncover areas in your own operations where you can "do more" to meet the ever present imperative for performance improvement.
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This white paper focuses on current trends in the development of utilities and to what extent business process outsourcing, underpinned and enabled by IT, will impact on future change...
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How Intuitive Customer Management could help organizations secure a winning edge: a white paper prepared by Vertex...
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