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Enhancing Utility-Customer Relationships: A Panel Discussion on Smart Solutions

Join our engaging panel moderated by Adrian Tuck, CEO of Tendril, as we explore innovative ways to reshape utility-customer relationships. Featuring industry experts like Mary Healey from the State of Connecticut, Penni McLean-Conner from NSTAR, and others, we’ll discuss four critical scenarios that highlight the challenges and opportunities in modern utility management. From time-of-use rates to protecting vulnerable consumers amid new technologies, this discussion aims to uncover actionable insights that can enhance consumer engagement and improve utility services.

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Enhancing Utility-Customer Relationships: A Panel Discussion on Smart Solutions

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Presentation Transcript

  1. Reshaping Utility/Customer Relationships

  2. Introductions • Moderator: Adrian Tuck, CEO, Tendril • Panelists: • Mary Healey, Consumer Counsel, State of Connecticut • Penni McLean-Conner, VP of Customer Care, NSTAR • Tom Catania, VP Government Relations, Whirlpool • Judith Schwartz, President, To the Point • Maikel van Verseveld, Senior Executive, Accenture

  3. Scenario #1 Profile: Ms. Thomas is a consumer on a flat-rate pricing structure. Consumption information shows that she would benefit from a Time-of-Use rate. Who has this information? How does she get it? Who is going to recommend her plan?

  4. Scenario #2 Profile: Mrs. Smith lives on a modest fixed income and is medically frail. Her utility is planning on rolling out an AMI program. What precautions should be taken to protect her? How can Smart technologies help keep her safe? Who should explain the impact of dynamic pricing?

  5. Scenario #3 Profile: A utility has an AMR system and is deploying Home Energy Management (HEM) solutions including a web portal and devices. Challenge: There are significant capacity constraints that cause emergency conditions in which loads must be shed to prevent rolling brown-outs or black-outs.

  6. Scenario #4 Profile: Mr. Jones gets a special promotion for a smart refrigerator from his utility offering a $100 instant rebate, part of a national CEE effort. Challenge: CEE is looking to steer consumers to refrigerators that automatically move functions outside of peak periods or can respond to consumption requests.

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