10:30 AM – 11:45 AM
Drive Your Utility to See Through the Customer’s Point of View
1:00 PM – 2:15 PM
Small/Medium Business Segmentation: Learning from the Success of Utility
The complexity of the small and medium business (SMB) market leads to them being underserved and unsatisfied. Speakers will provide a working example of the process of segmenting their SMB customers, providing a basis for success in other territories.
2:45 PM – 4:00 PM
You Think You Know Your Customer – Prove It!
This session will bring an overview of customer segmentation/persona development and share success stories/best practices in use of this technique by traditional and non-traditional business areas of energy and non-energy companies.
9:15 AM – 10:30 AM
Lessons in Using Data for Customer Satisfaction at PG&E
11:00 AM – 12:15 PM
Enhanced Customer Experience Through Predictive Analytics