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Watch: A New Take on Utility Customer Engagement

Oct 29, 2018 3 MIN. VIDEO

“It’s the customer’s grid.”


Over the last 20 years, the utility-customer relationship has evolved dramatically.

“The utility really was the monopoly providing a commodity item to a customer,” says Laura Orfanedes, Principal of Energy Marketing at ICF. “Utilities didn't feel the need—and, frankly, didn't have the need—to develop a relationship with their customer.”

Today, utilities face a whole universe of new pressures. They need to modernize the electric grid and ensure its resilience in the face of manmade and natural threats. They need to align supply in the grid with customer demands. They need to be compliant with environmental regulations. And to do all that, they need to evolve their business models within a shifting regulatory environment.

It’s a tall, complicated order—and the customer is at the center of it all. ICF's Laura Orfanedes weighs in.

By Laura Orfanedes