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by Stephen Lacey, Nicholas Rinaldi
September 29, 2017

Customer engagement. It's the phrase du jour in the utility industry. But few agree on exactly what it means.

That's because it could mean many different things. And perhaps that's not such a bad thing -- as long as it results in a more efficient, dynamic, customer-centric system. That's the hope, anyway. Or the hype.

In this year's GTM Squared survey on mastering the utility sales cycle, we saw a noticeable increase in the emphasis on customer engagement among utilities. In two areas -- where utilities plan to invest and where utilities...