Customer Operations Transformation by IBM

Rising energy costs, concerns about climate change and technology advances are transforming the energy landscape. As consumers become more informed, they want more control in managing their energy use and more information to make smarter decisions.

Technologies such as smart meters, analytics and distributed generation are not only changing the way utilities deliver energy, but they are also empowering consumers in ways never before imagined. As these changes take place, the relationship between utilities and consumers is undergoing a dramatic transformation. A relationship that was once based primarily on a monthly bill is now beginning to resemble a two-way dialogue. As customers make more informed choices about energy usage, the utility must respond rapidly with new services and products. The conversation is both ongoing and constantly changing. For the utility, this evolving relationship poses a host of new challenges. How do you provide consumers with the tools to make better decisions? How do you update customer information systems to...