Smart Grid Library

The newest trend in utility/customer relationships is the growing number of Consumer Experience Manager (CEM) positions that are appearing in utilities. What is a consumer experience? Quite simply, the interactions that a consumer can have with a utility through any number of channels. The traditional utility channels for consumer contact are contact centers (managing calls, [...]

As a telecom veteran, I sometimes get a sense of deja vu at Smart Grid conferences.  There are some strong similarities between the telecom industry of 25 years ago and electric utilities today.  I know how much the utility industry hates to hear that but it is true.  Here are the similarities and important lessons [...]

Electric vehicles (EVs) and plug-in hybrid vehicles (PHEVs) were a hot topic at last week’s National Association of Regulatory Utility Commissioners (NARUC) summer session. There were many interesting discussions, and it’s important to be aware of them as regulatory commissions will influence decisions about the Smart Grid infrastructure that must be built to support the [...]