Summary
Gas and electricity providers often have the reputation of being slow moving, risk averse, and not especially innovative in terms of customer experience (CX). This case study examines how CPS Energy chose to modernize core technologies in a deliberate and thorough manner to enable a business transformation. Driven by the need to modernize aging infrastructure, improve CX, and adapt to the evolving energy landscape, the utility developed strategic imperatives, set realistic targets for vendor and partner selection, and heavily emphasized organizational change management and risk mitigation. CPS Energy is currently executing this plan.
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