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Customer-Care Tipping Point

Submitted by meacott on Tue, 2012-04-24 18:03
Self-service is the key to reducing operational costs and providing customers with the interactive and mobile tools they want -- and increasingly that they expect.

Consumer preferences for interaction have reached a tipping point and energy providers now have a compelling opportunity to fundamentally re-design the traditional interaction mix. The cornerstone of the redesigned interaction mix is developing a dual customer relationship. Successful providers will be those that drive low-value transactions to lower-cost channels while creating capacity to focus on delivering value-added service for a small set of interactions.

Nuclear Faceoff

Indian Point and the battle for the nation’s energy future.

State lawmakers are trying to block relicensing of the Indian Point nuclear power plant near New York City, but the owner hopes to keep the plant generating low-cost electricity. The battle over Indian Point raises new legal issues—and represents a microcosm of the struggle for America’s nuclear future.

Byline: 

John P. Cahill and Joseph A. Edgar

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Green Dealing

Renewable M&A lives on despite death of Treasury cash grants.

The U.S. Treasury cash grants for new renewable power projects expired at the end of 2011. These incentives, which were implemented under Section 1603 of the American Recovery and Reinvestment Act of 2009, helped to support continued capacity additions throughout the recession. The impending expiration of these grants caused a wave of merger and acquisition (M&A) activity during 2011 as developers and financiers rushed to get deals done and to begin construction in order to meet the Section 1603, 5-percent safe harbor threshold by the Dec. 31, 2011 deadline.

Byline: 

Brian Boufarah and Marlene Motyka

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