Utilities Harness Social Media for Customer Service

Sep 25, 2013 | Social Media

“The way utilities view social media is radically changing,” says Greg Guthridge, global lead for Accenture Energy Consumer Services, quoted in a recent article in The Wall Street Journal (“Utilities Tap Power of Social Media,” by Andrew Blackman, The Wall...
Pressure Test Your Service Operation

Today's Connected Consumers

Sep 23, 2013 | Customer Experience

Cisco recently produced a study based on a survey of Gen-Y-ers (respondents included were college students and workers ages 18-30 years old). Some of the interesting (if rather unsurprising) statistics include: 9 out of 10 make checking their smartphones part of their...

Creating an Engaging Culture

Sep 18, 2013 | Leadership, Organization and Culture

Johann Wolfgang Von Goethe once said, “Instruction does much, but encouragement does everything.” Many studies bolster this view, showing a strong link between engaged employees and higher levels of productivity and profitability. (In just one example,...