CSAT scores are likely to take a hit this summer as utilities brace for hotter temperatures, droughts, and wild weather across the country. And, let’s not forget about inflation causing …
As utilities move toward another collections season, the stakes are high to recoup outstanding debt while also optimizing the customer experience. Understanding distinct customer journeys through the collections process via …
Measuring customer satisfaction is essential for companies to succeed. But too often the measurement process becomes cumbersome, and low survey response rates mean scores are based on a non-representative sample. …
BlastPoint’s AI-powered customer intelligence helped DLC effectively engage lower-income customers in energy assistance campaigns and surpass industry benchmarks by as much as 670%. During the pandemic, it has been crucial …
Many industries have acknowledged the general value of increasing their customer focus. Yet some organizations struggle to calculate the actual impact of customer intelligence on ROI. This can hold them …
Pennsylvania joins a growing number of other states when its utility service termination moratorium ends March 31st. What can regulated providers do to curb the expensive disconnection-reconnection process? And how …
Understand the typical and expected behavior patterns of each, individual customerPredict the products or services each household is likely to buy or seek information about nextIntervene during a crisis to …
Nationwide, regulated utility shut-off suspensions are ending, at least for some customers. Several states are leaving the shut-off freeze in place for lower-earning customers while lifting it for those earning …
As we head into the cold, dark months of winter, some utility customers’ already-overdue gas, water and electric bills could hemorrhage. But that doesn’t mean there’s nothing utilities can do …
Pennsylvania’s Public Utility Commission (PPUC) voted on September 17th to, once again, keep the state’s utility shut-off moratorium in place. This may seem like a win for financially struggling residents …