Video
Bridging the Divide: Utilities and the Customer Capabilities Gap

In today’s world of Nordstrom, Amazon, and Zappos, customer satisfaction has never been more important. While utility leaders agree, Navigant found in a recent study that they lack confidence in actually being able to deliver on their customer engagement priorities.

In the survey, Navigant asked nearly 100 utility leaders two questions: What are your customer engagement priorities? And are you prepared to deliver on them? What they found is 85% of utility leaders say they are not ready for this customer-driven future.



Join Aida Hakirevic of Navigant and Julia Lundin of Opower as they take a deep dive into the study and share:

  • What utility leaders think are the most important customer engagement capabilities and the largest gaps in delivery
  • Where utilities are investing the most in order to bridge this divide – including a shift to new IT models
  • What’s in store for the future and the disruptions these utility leaders see as the greatest threat to the industry


Featured Speakers

Michael Sachse
Aida Hakirevic
Associate Director at Navigant

Aida Hakirevic is an Associate Director at Navigant Energy Practice with over 13 year of experience focusing on customer engagement related solutions analyses, evaluation, and strategy recommendations. She works closely with Navigant’s energy efficiency, demand response experts and behavioral scientists to help clients drive better energy efficiency programs, policies, and overall customer experience.

Prior to joining Navigant, Aida was a Senior Manager at Accenture working with large utility clients on Customer Service operational performance and solutions delivery, business process transformation leveraging Smart Grid capabilities, customer transformation strategies, and Business Process Outsourcing (BPO). Aida is passionate about helping utilities solve operational challenges and adopt new customer strategies and solutions in the ever-evolving ecosystem of green tech and personalized energy consumption management.
Erin Sherman
Julia Lundin
Director of Product Marketing & Strategy at Opower

Julia is Director of Product Marketing & Strategy at Opower. Julia joined Opower from Deloitte’s Strategy & Operations consulting practice where she focused on Power & Utilities. Julia has consulted for electric utilities and government agencies on topics ranging from residential retail operations to energy efficiency to outage management. She has worked for 5 of the largest utilities in the US. Julia has an MBA from the Darden School of Business at the University of Virginia and a BA in Environmental Science and Public Policy from Harvard University.