Many have claimed that increasing self-supply, e.g., distributed generation and microgrids, begins a death spiral for utility business models. Is this true? What should utilities do now? This white paper discusses the drivers and implications of self-supply, as well...
There is significant pressure on organizations to be financially nimble, lead the people and cultural aspects of the organization, standardize and globalize operations, consumerize service experiences, and cut costs. While meeting these new challenges, corporate...
Has your organization decided to move to a shared services model? More than likely, you are already preparing for the massive changes ahead as you transform your service delivery model. Any change of this scale should be managed with care, as it can be hard on the...
The United States hit an electric vehicle milestone late last year. In October 2018, we crossed the threshold of one million plug-in electric vehicles sold. Electric vehicle sales are forecasted to expand even faster as new models become available to consumers. You...
In recent years, individuals visiting customer service websites have been provided the option to engage in an online chat session, via an instant messaging service, with a contact center associate. Customers are also able to contact customer support without having to...
