North Carolina Cooperatives Utility Technology Conference - Quick Pix

I’ve been meaning to share some photos from last week’s NCEC conference in Wilmington, NC. This was my first visit to that part of the US, and really liked it - next time I’ll go back for fun.

The back story about the rural utility market was covered in this earlier post, and for this post, I’m mainly just sharing some photos for the vibe of the event. More analysis and takeaways can be found in my latest No Jitter post - here - and I’ll be talking about it as part of our next Watch This Space podcast episode, which will publish just after Labor Day.

For more background, here are my takeaways and photos from last year’s conference.

A follow-on writeup is also in the works, focusing on two pressing security issues for utilities - both cyber and physical. The conference had very interesting sessions on each topic - stay tuned.

In short, this is the world of utility co-ops, which basically serves the non-urban population, and just like everyone else, they’re struggling to modernize and adopt new technologies, especially AI.

Customer service is an important vector for this, and I presented on the role of AI for making CX better. Later in my session, I was joined by Hardy Myers from Cognigy to talk about real-world examples where their AI technologies are being used now to improve CX.

This is a very interesting vertical that I’ve been involved with for over 15 years, and I find that many of their challenges are similar to what we experience in the communications technology space.

Below - opening panel session with industry execs talking about making the grid more resilient and reliable; view from the show floor

Casey Werth from IBM talking about the role of AI for modernizing utilities; signage for my breakout session with Cognigy on Conversational AI in the contact center; from the show floor - I believe this is a current transformer - utilities are very hardware-intensive, just like telcos used to be

Two fascinating keynote sessions and speakers. First, Jesse Tuttle - “Hackah Jak” - talking about the dark side of hacking and cybersec - yeow. Second is two speakers from CACI - Lance Manthey and Chuck Jackson. Both are ex-Marines, providing a very sobering, military perspective on how vulnerable utility infrastructure is to attacks, along with how they conduct threat assessments. More on both of these sessions later.

My breakout session on Conversational AI and CX for utilities (photo: Josh Conner, NCEC), and a selfie with Jesse Tuttle and his off-the-charts sharp daughter/protege, Reese.

North Carolina Electric Cooperatives Conference - Quick Take and Pix

NCEC - that’s the acronym of the day, and it’s for the North Carolina Electric Cooperatives. That’s a mouthful, but they speak my language, and represent 26 co-ops across the state - basically the customer base that Duke Energy doesn’t serve directly.

You may not know that I have a long history in the smart grid space, including my own Smart Grid Summit event some years back, and a good run being quite involved with Zpryme’s Energy Thought Summit - which is still going strong in Austin. With a bit of searching on my blog, you’ll see all kinds of posts and videos about that, but for this post, I’m just talking about where I was last week.

That would be Myrtle Beach - first time there for me - where I was invited to speak at NCEC’s 2023 Technology Conference and Expo. Turns out this was their largest attendance to date, and as a speaker, it’s always great to have a full house. I did presentations for two sessions, and the rooms were full each time - with lots of audience engagement. That checks a lot of boxes for me.

I’ll just share some high-level takeaways here - mainly because it was a closed event - no media, and I was the only analyst there. I could go on at great length about the parallels between telecom and energy providers, and while both are utilities by nature, they’re at different stages of adopting all the new technologies that are in my orbit. Energy providers have lagged here, and what happened with telcos is happening here now.

This event was a great way to learn about the current state of energy, along with what’s on tap technology-wise. There is definitely a lot of new tech being adopted here, mostly for operations, and AI is very much in the mix. The exhibit hall had plenty of that on display, including vendors who would be familiar in the comms world, such as Fortinet, Cradlepoint, Cisco, Carousel, Calix and SAS.

Cybersecurity is a big deal here, as utilities are very attractive targets, both for network-based and physical plant attacks. Pretty scary stuff, actually, and comms technology has a big role to play in protecting all this.

AI is starting to carry the day here, and the use cases for smart grid are similar - and complementary - to what’s needed in adjacent spaces like smart home, smart factory, smart cities, smart vehicles. All things considered, this is actually a great time for energy providers to leverage these technologies to re-think the whole value chain. These co-ops definitely see the opportunity, and just need some support to help catch up and make a similar transition to what telcos have gone through.

In case you’re wondering - as I now put on my contact center/CX hat - yes, customer service is a big pain point here, just as it is in other sectors that have lagged with cloud and AI adoption. I see this being a huge part of the value chain that needs innovation, not just because the bar for CSAT is low, but also because supply-demand dynamics have changed so much. Energy customers - both residential and commercial - do have some choice now in providers, and with the rise of renewables, they can actually be both buyers and sellers of energy. Lots of opportunity here to uplevel the customer experience.

I got to play a small part in raising their knowledge base via my two sessions talking about AI. The content is for attendees only, so all I can say is that there’s a strong appetite for this, and my role was to provide an industry-based perspective on the trends and use cases. One session was focused on Generative AI, and I made it interactive, using an ask-me-anything format. I had three of these platforms running, and we input various questions and requests, both from me and the audience to see what responses would come back. It was a fun way to experience Generative AI first-hand, and if you want to do this with me at your next event, drop me a line!

That’s my quick take, and will close by sharing a few photos - mostly mine - from the event.

Below - Don Bowman from Wake Electric kicking things off. What you don’t know is that he’s the bandleader for their community, and his group played to close out the event - very much like the SIPtones, yeah. Didn’t work out for me to be part of their gig, but maybe next year. Next - full room for my presentation about the impact of AI on future of work and opportunities for utilities. Photo credit for me speaking - Katie Hochstedt from NCEC.

Exhibitors from the show floor - NCEC, Fortinet and Cradlepoint.

Some of the event sponsors, then a colorful shot from a fiber exhibitor. Last photo - sure looks like a switchboard - it’s a training tool used for linemen. If you’re of a certain age, you’re probably smiling, thinking hey, this is just like the Operation game we used to play as kids. Correct! I was not alone in thinking that, and it probably says a lot for the age demographic of this industry.

Interactions 2016 - Reimagine the Future

How do you reimagine the future if it hasn't happened yet?

Hmm. Sounds like an oxymoron, but if you listen closely to what's been on tap during this week's Interactions 2016, it's not. The present is changing so quickly, that whatever notions we have about the future are very likely based outmoded thinking. Some of that thinking is outmoded by generations - but it still persists - but other thinking is outmoded by only a few years. The latter is kinda scary, but just look at our kids - what's cool to them right now probably wasn't even invented six months ago.

Interactive Intelligence definitely gets this, and that's the messaging they're trying to impart to the roughly 2,000 people here in Indy. Both customers and channel partners need to reimagine the future, and ININ provided us with a pretty good glimpse about the future they want to take the contact center market into.

Hold that thought for now, as time is short with this being my getaway day. Several of us at UCStrategies were here, and we'll be doing a podcast about our takeaways next week, plus, I'll be doing my own writeup on what that future just might look like, so stick around.

Until then, here are some photos from the conference, with highlights from a few different stages, both non-musical and musical. :-)

Head of Whoopass Marketing, Dan Rood - these guys know how to have fun, and it's great to see such a youthful team at Interactive - I think that's a big part of why they're doing so well.

Keynoter Salim Ismail - way too many big ideas to absorb about the future and disruption, so run out and buy his book. Better yet, order it from Amazon and have a drone deliver it in ten minutes. Or, before long, you can just download it to a chip that ultrasound waves will gently implant into your brain. Yeah, he's that kind of guy - loved it!

I know, they just had the Indy 500 here, and this car isn't going to set any land speed records. However, it's a great example of exactly what Salim was talking about. On demand driving - another form of car rental - just like with bikes - and it's ideal for cities. You pay at the kiosk, get authenticated to drive the car - it's all charged up, this one at post 01, and you're off. Just drop it off when done at any Blue Indy spot downtown and walk away. We talk about ease of use as a driver for getting people to adopt new technology like UC - same thing here - what could be easier?

PureCloud demo time - yes, it works as advertised

If you don't believe those guys, here are real customers talking about it with Dan Rood

Mr. Interactive, CEO Don Brown - great as always

Ed Omland of Amazon Web Services - explaining why the cloud is so powerful and why their partnership with ININ is so strong - agreed.

Fun time - Canadian Music Night at Tastings wine bar - I'm on the left playing guitar. Thanks to Lynn McCready for the photo!

More fun - Open Mic at the Slippery Noodle last night. We came out in big numbers, and our steady rolling SIPTones man, Steve Leaden sat in on drums for bit - he was great. The SIPTones didn't get to play at ININ this year, but hopefully next year. If you want us back, make some noise and let 'em know. If you didn't see us play last year at Interactions, here's the highlight video of our show.