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Utility Industry Challenges Part 3: Customers Look to Utilities for Answers

In the first and second blog post of this series, I wrote of five trends driving complexity for utilities and their customers, and why customer satisfaction and engagement is more important than ever. In this third and final post of the series, I want to address how the utility-customer relationship is changing. Accenture’s 2014 study on energy consumers states that more than 70 percent of customers say they want their energy providers to do more than just send them a bill every month – they...

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