Commentary: Utilities must leverage technology to improve customer engagement

01/20/2014 | (U.K.)

Power companies have been successful at deploying next-generation smart grid infrastructure -- including advanced metering technology -- but unlike other sectors of the economy, they have been slow to turn their digital investments into a better customer experience. According to Aatif Sulleyman, to realize the benefits of true energy modernization, utilities must work to improve the customer-supplier relationship and do a better job of encouraging end-user participation. "This not only means a greater emphasis on proactive participation, but also an increased focus on building trust between supply and demand," Sulleyman writes.

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