Joining the Energy Central Power Perspectives Podcast this week were two leaders in the utility digital transformation who were able to offer insights into how the power sector got to this point and advice on what energy providers should be looking to do with their data today and tomorrow. Mike Murphy is the General Manager of Customer Operations at Con Edison, and Paul DeCotis of West Monroe joined host Jason Price and producer Matt Chester in this episode to offer their insights and advice as other stakeholders embrace this digital and data journey.
Data has become a much sought after asset in the utility world, providing arguably as much value as the electrons being sent over the grid. When utilities have data on consumption patterns, asset performance, and digital engagement, they are armed with the tools to optimize their processes to improve service and save themselves and their customers on costs. As they shared with listeners:
"Mike: We're focused on using analytics in a number of our operational areas, and it's certainly to support the customer experience. I'll give you a few examples. We're really focused on the ability for data analytics to provide proactive and predictive insights and suggestions, and to integrate those with our CSR tools, for example, our frontline customer tools, and our overall customer facing digital tools, so that we can suggest solutions program and services to customers based on the full set of information we have. So analytics is going to make all of our tools smarter, and I think an example of that is we recently launched a virtual assistant we call Watt here at Con Edison, which can help customers with artificial intelligence. And we know that the more analytics data we have, that we can provide Watt, the smarter Watt can be, and be able to assist our customers with more and more inquiries.
Paul: Mike painted a very vivid and real life picture of the trends we are seeing in the industry, and in utility and customer operations in particular. Our West Monroe team works with utilities across the country, navigating and adapting to, and in some cases, helping to define and characterize these trends. Mike and his team are on the front lines, living a day in life of a utility. To operate effectively and responsibly in the 21st century, utilities can't do it alone. They need customer, regulator, and public support, to advance new and innovative initiatives and practices."
This entry into the podcast, like all of the series episodes, can be found on all major podcast outlets, including iTunes and Spotify, or it can be listened to directly on the Energy Central platform. Give it a listen and share your reaction in the comments.
Special Edition: Embarking on the Utility's Digital and Data Journey with Mike Murphy of Con Edison and Paul DeCotis of West Monroe [an Energy Central Power Perspectives™ Podcast]
About Energy Central Podcast Series:
The ‘Energy Central Power Perspectives™ Podcast’ features conversations with thought leaders in the utility sector. At least twice monthly, we connect with an Energy Central Power Industry Network community member to discuss compelling topics that impact professionals who work in the power industry. Some podcasts may be a continuation of thought-provoking posts or discussions started in the community or with an industry leader that is interested in sharing their expertise and doing a deeper dive into hot topics or issues relevant to the industry.
The ‘Energy Central Power Perspectives™ Podcast’ is the premiere podcast series from Energy Central, a Power Industry Network of Communities built specifically for professionals in the electric power industry and a place where professionals can share, learn, and connect in a collaborative environment. Supported by leading industry organizations, our mission is to help global power industry professionals work better. Since 1995, we’ve been a trusted news and information source for professionals working in the power industry, and today our managed communities are a place for lively discussions, debates, and analysis to take place. If you’re not yet a member, visit www.EnergyCentral.com to register for free and join over 200,000 of your peers working in the power industry.
The Energy Central Power Perspectives™ Podcast is hosted by Jason Price, Community Ambassador of Energy Central. Jason is a Business Development Executive at West Monroe, working in the East Coast Energy and Utilities Group. Jason is joined in the podcast booth by the producer of the podcast, Matt Chester, who is also the Community Manager of Energy Central and energy analyst/independent consultant in energy policy, markets, and technology.
If you want to be a guest on a future episode of the Energy Central Power Perspectives™ Podcast, let us know! We'll be pulling guests from our community members who submit engaging content that gets our community talking, and perhaps that next guest will be you! Likewise, if you see an article submitted by a fellow Energy Central community member that you'd like to hear about in more detail, feel free to send us a note to nominate them. To contact us, email email@example.com. Podcast interviews are free for Expert Members and professionals who work for a utility. We have package offers available for solution providers and vendors.