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An article in this month's issue of Public Utilities Fortnightly does a good job of outlining where the smart-grid journey is taking the utility industry's customer service process. The article is titled Customer Service 2020: Grid upgrades spark an interactivity revolution. Author Michael T. Burr pulled together a roundtable discussion of experts from seven leading companies including Twenty First Century Communications, Oracle, HP, Convergys and others. The story does a very nice job of "laying a foundation for a new world of customer interaction that will benefit both utilities and customers."
Check it out and let us know what you think.
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