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Meeting customer needs and expectations

THE GREATEST CHALLENGE I FORESEE FOR 2012 IS THE continued focus on the utility around the customer and the engagements, whether that is the smart grid and how will it demonstrate the value and the benefits of the grid for consumer engagement, or whether that be customers' expectations and how they are increasing based on how they interact with other providers of services.

I see that as the greatest challenge in terms of us being able to really triangulate that around the good business strategy that really meets their needs and their expectations.

That is why this conference [Knowledge] is so appropriate-where we're bringing IT, operations and customer service leaders together-because each one plays a role in terms of fulfilling that commitment to our customers.


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