Embracing technology advances in energy

February 20, 2014 | By

Energy companies must embrace advances in technology in order to become leaders -- that is one of the messages TXU Energy's director of products and innovation, Jennifer Pulliam, delivered at Parks Associates' Smart Energy Summit in Austin, Texas.

Credit: Wikimedia Commons

TXU Energy has set itself apart in the Texas retail electricity market by building a consumer-focused platform of products that has redefined the customer experience, but Pulliam warned that haphazardly throwing the latest technologies together will not result in superior customer engagement.

"Consumers know they have choices and they want the convenience of using their preferred devices for all interactions," Pulliam said during a panel focused on using energy management programs to engage consumers. "We have reinvented the model for engaging customers so that customers control how and when they get products and services."

TXU Energy challenges itself to ensure that its products and services offer a wide range of features, are relevant to the various needs of consumers and provide a seamless experience regardless of how a customer engages, which is, in part, why they are the number one retail electricity choice among customers in Texas.

"We deliver quality plans, information and services that exceed customers' expectations," Pulliam explained. "Our ability to do that engages consumers, who then find ways to conserve and spend less, and that gives them reason to stay with us for the long term."

After selecting the electricity plan that meets their needs and preferences, customers gain access to the TXU Energy MyEnergy Dashboard, the heart of the company's seamless platform. From there, customers can see their plan benefits and usage, compare bills, select additional products and pay invoices. The dashboard provides information to TXU Energy's mobile applications and mobile website, which is integrated with the company's Brighten iThermostat -- the first Internet-enabled thermostat in the competitive Texas market.

"To engage consumers, we meet them where they want to be and when they want to be there," Pulliam said. "It's easy to say that, but it takes focus, scale and market experience to achieve and maintain that position."

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