Episode 4’s “Current and Near-Term Customer Wallet Share” features two industry thought leaders who are thousands of miles apart location-wise but closely aligned strategically. Listen as they discuss their utility’s services and programs to become trusted energy advisors for customers especially as energy bills are taking a larger slice from household and commercial budgets. Hear about partnerships they’ve cultivated to address a broader approach to community assistance.

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Hosted by Hydro Ottawa’s Julie Lupinacci, CS Week Connect announces “Investing in the Future of Energy,” starring Spencer Gill and Kerry Hogan, respected utility executives who recently shared a strategically focused conversation about energy investments through the lens of the customer.

Gill and Hogan discuss how electric and gas utilities are managing:

• Energy planning and spend
• Consumer sentiment and expectations
• Investments in technology tools like next-generation AMI to gain more information for the capital investments utilities must make to meet and exceed changing expectations
• Effective, targeted messaging and communications

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Julie Lupinacci interviews Dr. Forrest Morgeson to unpack his synthesis of ACSI (American Customer Satisfaction Index) research on the relationship between a utility’s financial performance and CSAT. Together, they discuss strategic implications plus the importance of utilities’ banking a “reservoir of goodwill” or “Love Miles” that they can use to weather the ups and downs of customer journeys, service disruptions and the rising costs needed to meet energy transition goals.

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