Digitization: Changing the Utilities Customer Engagement - Part 2

Technology Revolution: The Future of Now

Bonnie D Graham

News, Business News, Technology

4.9 • 112 Ratings

🗓️ 1 June 2016

⏱️ 57 minutes

🔗️ Recording | iTunes | RSS

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Summary

The buzz: Knowledge is power. Reality check for utilities. Digitization and the exponential growth of mobile devices are changing your customer engagement. But still fewer than half of customers are digitally connected with their utility. Your challenge: If you’re not talking to your customer, they’re not listening to you. Solution: Rethink your customer engagement model. Reimagine your business models. Now! The experts speak. Jacqueline Robinson, DTE Energy: “You cannot look in a new direction by looking harder in the same direction (Edward deBono). Robert Thiele, OpenText: “What I worry about the most is the competition for young eyeballs. We have so many other competing forms of media. I don't take any audience members for granted” (Chris Meledandri). James McClelland, SAP: “Change is the law of life and those who look only to the past or present are certain to miss the future” (John F. Kennedy). Join us for Digitization: Changing the Utilities Customer Engagement – Part 2.

Transcript

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0:00.0	The following program is being brought to you on the Voice America Business Channel.
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0:19.5	The views and ideas expressed on the following program are strictly those of the host or guests
0:24.1	and do not necessarily reflect the views and ideas held by the Voice America Talk Radio Network,
0:29.4	its staff, and management.
0:44.9	Welcome. Welcome to the most nutritious hour of business talk all week.
0:48.8	This is Coffee Break with Game Changers, presented by SAP.
0:51.3	The best run business is Run SAP.
0:54.0	Your host and moderator is Bonnie D. Graham. You'll hear from the innovators who have learned to use game-changing technologies to shake up the status quo and help move today's businesses in new directions. Now, here's Bonnie D. Graham.
1:04.3	Welcome, welcome, welcome. And if you want to run with the game changers, well, you know you're in the right place. Today's buzz, knowledge is power.
1:12.4	Well, that could apply to anything, but we're specifically talking today about knowledge of
1:17.2	digitalization, digitization, digitation, whatever you want to call it, and the utilities industry,
1:23.6	changing the utilities customer engagement. This is part two of a topic we started back on March 22nd of this year, 2016, on our
1:32.0	other series called Digital Industries Changing the Game.
1:35.1	So let me get started.
1:36.3	Knowledge is power.
1:37.6	Here's a reality check for utilities.
1:40.4	Digitization, I hope I'm pronouncing that right, and the exponential growth of mobile devices are changing your customer engagement. Think about it. Everybody's mobile. Everybody's connected all the time. We call this hyperconnectivity. I call it hyper people who are connected, but still fewer than half of your customers are digitally connected with your utility. How is this possible? Do the math. The challenge here, if you are not talking to your customers are digitally connected with your utility. How is this possible? Do the math.
2:01.6	The challenge here, if you are not talking to your customer, they are not listening to you.
	...

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