Not only does the record show that utilities using such guideposts are outperforming other broader indices, it also demonstrates that they are living their missions and ingraining their brands among their customers.

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While it may be relatively easier to push technology onto users, transforming business culture takes much more convincing: changing attitudes to do work in a social space, changing task and workflow behavior, changing motivation and compensation models, changing business metrics and KPIs, changing customer facing processes, working through longer adoption cycles, and ingraining a culture of collaboration.

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