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Customer Care Roundup: Recent Must-Read Posts From Fellow Community Members

image credit: ID 124111150 © Tetiana Kalian |

Greetings Customer Care members!

As you work on launching your early 2020 initiatives, don’t forget to take some time to get caught up on the latest from your fellow group members. The ideas in the posts below could be the starting point for more of your own programs later in the year. Happy reading!

Machine Learning Reshapes the Customer Care Landscape

By Paul Korzeniowski, posted on January 15

Machine learning is becoming a key tool in today’s customer service center. In this article, Paul describes the next-level service that becomes possible when utilities take advantage of the massive amounts of real-time customer data being generated today.

What Public Relations Trends Should Your Utility Follow in 2020?

By Andy Gotlieb, posted on January 13

ID 157938657 © Ognyan Chobanov |

Some of the current “trends” being touted for public relations are actually just recycled best practices, including press releases and quality content. Others, like podcasts and working with influencers, are new methods that could provide the publicity your utility needs.

What Are Consumers’ Top Needs Around DERs?

By Patty Durand, posted on January 10

The growth of DERs has been remarkable in recent years. That’s why utilities need to stay aware of consumers’ needs around them. Here, Patty summarizes recent research showing that consumers want guidance, personalized information, and ways to incorporate additional DERs.

FPL, Passing on the Savings

By Nevelyn Black, posted on January 6

ID 80119319 © Clementgreenberg |

Florida Power & Light (FPL) is passing along the cost savings by lowering customers’ monthly bills. In this article, Nevelyn explains how the utility is also benefitting customers by working toward long-term solutions to maintain resiliency in the face of repeated extreme weather events.

Texting Must be Part of Your Customer Care Strategy

By Paul Korzeniowski, posted on January 3

Texting isn’t just for personal communication; it can also be a valuable business tool. Here, Paul explains the many benefits of texting customers, including immediacy, response rate, and ability to send images, files, screenshots, and how-tos that increase energy efficiency.

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Thank Karen for the Post!

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