Select utilities engagements:

• Utility 2.0 Long Range Plan 2018 Annual Filing (New York) - led development of Customer Engagement Plan, AMI Implementation Supporting initiatives, Data Analytics and Revenue Protection initiatives
• Operating Model and Organizational Review for Customer Operations (New Jersey)
• Customer Operations Benchmarking and Best Practice Assessment - a 5-yr transformation roadmap to deliver customer experience and operational efficiency improvements (New Jersey)
  - Customer loyalty erosion monitoring - led development of a metrics framework, an "early warning system" of customer erosion, based on market intelligence and customer segment analysis (Large Mid-western Utility)
• Transmission system value in the #EnergyCloud, emerging tariff and rate restructuring, new products and services, and business model transformation advisory - Western Canada Utility
• Emerging technology trends and drivers with custom potential impact analysis - Western Canada Utility
• State of Electric Utilities Customer Engagement Capabilities Study - lead consultant and white paper co-author “Bridging the Divide – Utilities and the Customer Capabilities Gap”. The white paper presented at the CS Week