ELECTRIC ENERGY | Spring 2020 - 8

RMEL INFORMATION

Letter from the
Executive Director

M

MY FIRST AND FOREMOST WISH is that you, your
families and those close to you have not experienced the firsthand effects of this devastating
virus. A member of our RMEL family, a longtime
instructor for us, has been touched by this illness.
He is currently in ICU. Please keep him and his
family in your thoughts and prayers. Please stay
safe and healthy during this unparalleled COVID-19
pandemic.
We first came up with the theme CX2020: The
Rapidly Changing Electric Utility Customer Experience,
for this issue in a very different world than what
we are all living in today. We know "Rapidly
Changing" has taken on an entirely different context, but still represents the fundamental focus
of what we do, which remains on our customers
and meeting their needs, adjusting to whatever
environment we face. It is, and will remain, at the
core of our utility business.
With challenges, come opportunity. You all
notoriously raise the bar on customer experience and are continuing to find new ways to do
that now. I believe the types of technologies and
customer experience strategies covered in this
issue have become even more critical now and
will continue to evolve.

8  ELECTRIC ENERGY | SPRING 2020

Feature articles:
■	 The Future of Customer Experience in the

Energy Industry
■	 Customer Experience and Target

Segmentation for Utility Solutions
■	 Does Data Change Customer Behavior?
■	 Intelligence at the Edge: Addressing the

New Challenges and New Opportunities
of the Modern Grid
■	 Tucson Electric Power Increases Customer
Convenience with Personalized Tools
A special "thank you" goes out to all of the
authors who are sharing their experiences, and
to everyone in the electric energy industry for
fast-tracking even more of these types of initiatives and technologies to meet the new type of
demand customers are needing today.
I wish you all good health as we all navigate
our way to a new normal!
Sincerely,

Richard Putnicki
Executive Director, RMEL



ELECTRIC ENERGY | Spring 2020

Table of Contents for the Digital Edition of ELECTRIC ENERGY | Spring 2020

Letter from the 2019-2020 RMEL President
Letter from the Executive Director
RMEL Board of Directors
The Future of Customer Experience in the Energy Industry
Customer Experience and Target Segmentation for Utility Solutions
Data as a Tool for Utility Customers
Intelligence at the Edge: Addressing the New Challenges and New Opportunities of the Modern Grid
Tucson Electric Power Increases Customer Convenience with Personalized Tools
RMEL’s 117th Fall Executive Leadership and Management Convention is Heading to Denver
2020 Calendar of Events
Member Listings
Foundation Board of Directors List
Advertisers’ Index
ELECTRIC ENERGY | Spring 2020 - Intro
ELECTRIC ENERGY | Spring 2020 - bellyband1
ELECTRIC ENERGY | Spring 2020 - bellyband2
ELECTRIC ENERGY | Spring 2020 - cover1
ELECTRIC ENERGY | Spring 2020 - cover2
ELECTRIC ENERGY | Spring 2020 - 3
ELECTRIC ENERGY | Spring 2020 - 4
ELECTRIC ENERGY | Spring 2020 - 5
ELECTRIC ENERGY | Spring 2020 - Letter from the 2019-2020 RMEL President
ELECTRIC ENERGY | Spring 2020 - 7
ELECTRIC ENERGY | Spring 2020 - Letter from the Executive Director
ELECTRIC ENERGY | Spring 2020 - 9
ELECTRIC ENERGY | Spring 2020 - RMEL Board of Directors
ELECTRIC ENERGY | Spring 2020 - 11
ELECTRIC ENERGY | Spring 2020 - The Future of Customer Experience in the Energy Industry
ELECTRIC ENERGY | Spring 2020 - 13
ELECTRIC ENERGY | Spring 2020 - 14
ELECTRIC ENERGY | Spring 2020 - 15
ELECTRIC ENERGY | Spring 2020 - Customer Experience and Target Segmentation for Utility Solutions
ELECTRIC ENERGY | Spring 2020 - 17
ELECTRIC ENERGY | Spring 2020 - 18
ELECTRIC ENERGY | Spring 2020 - 19
ELECTRIC ENERGY | Spring 2020 - Data as a Tool for Utility Customers
ELECTRIC ENERGY | Spring 2020 - 21
ELECTRIC ENERGY | Spring 2020 - 22
ELECTRIC ENERGY | Spring 2020 - 23
ELECTRIC ENERGY | Spring 2020 - Intelligence at the Edge: Addressing the New Challenges and New Opportunities of the Modern Grid
ELECTRIC ENERGY | Spring 2020 - 25
ELECTRIC ENERGY | Spring 2020 - 26
ELECTRIC ENERGY | Spring 2020 - 27
ELECTRIC ENERGY | Spring 2020 - Tucson Electric Power Increases Customer Convenience with Personalized Tools
ELECTRIC ENERGY | Spring 2020 - 29
ELECTRIC ENERGY | Spring 2020 - 30
ELECTRIC ENERGY | Spring 2020 - 31
ELECTRIC ENERGY | Spring 2020 - RMEL’s 117th Fall Executive Leadership and Management Convention is Heading to Denver
ELECTRIC ENERGY | Spring 2020 - 33
ELECTRIC ENERGY | Spring 2020 - 34
ELECTRIC ENERGY | Spring 2020 - 2020 Calendar of Events
ELECTRIC ENERGY | Spring 2020 - Member Listings
ELECTRIC ENERGY | Spring 2020 - 37
ELECTRIC ENERGY | Spring 2020 - Advertisers’ Index
ELECTRIC ENERGY | Spring 2020 - cover3
ELECTRIC ENERGY | Spring 2020 - cover4
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