Customer Insights

View the full Customer + Corporate Symposium agenda here.

Thursday, March 8, 2018

10:30 AM – 11:45 AM
Lessons in Using Data for Customer Satisfaction at PG&E
Speaker: David Schoenberg, Director of Customer Experience, Pacific Gas & Electric Company
PG&E was delivering some of its highest-ever levels of reliability, but surveys showed that customers were less satisfied with the outages that they were experiencing. A cross-channel analysis, digging into a year’s worth of reliability and outage communication data, revealed a few important problems concerning the accuracy and timeliness of outage notifications. This presentation will present a case study of how PG&E used voice of customer data to expose pain points concerning outage notifications and developed an ongoing project to improve outage notifications for its customers, with the goal of increased reliability satisfaction.

1:00 PM – 2:15 PM
Drive Your Utility to See Through the Customer’s Point of View
Speakers: Craig Rintoul, Cx Strategy and Roadmap, PA Consulting
Josh Jacobs, Director Business Integration, Puget Sound Energy
In this session, you will learn how to transition your customer engagement model into a seamless and highly responsive experience with predictive, proactive communications and self-sufficiency across all channels. You’ll hear how utilities are leveraging leading edge technologies and analytics to reinvent their customer service organization with dramatic operating expense reductions and increased customer satisfaction scores.

2:45 PM – 4:00 PM
You Think You Know Your Customer – Prove It!
Speakers: Galen Leith, Creative Director, Tendril
Scott Johnson, Vice President, Chartwell
Caitlin Hewitt, DSM (Opower) Solution Owner, Oracle Utilities
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. 

Friday, March 9, 2018

9:15 AM – 10:30 AM
Developing and Using Customer Segmentation: SMBs
Speakers: Marianna Eyzerovich, Customer Insights Principal, Pacific Gas and Electric Company
We will discuss PG&E’s segmentation of SMB customers into cohorts. We’ll briefly describe each cohort and their preferences. We’ll also provide an example of how it was used and lessons learned. The complexity of the small and medium business (SMB) market leads to them being underserved and unsatisfied. Learn about best practices pitfalls from Ecova, and strategies and successes from PG&E.

11:00 AM – 12:15 PM
Enhanced Customer Experience Through Predictive Analytics
Speakers: Christopher Caile, Sr. Principal Solutions Marketing Manager, Nuance Communications
Bob Brnilovich, Partner, Digital Utility, IBM
This session will cover different use cases and underlying approaches where utilities have leveraged predictive analytics to enhance customer experience as well as increase customer satisfaction. By developing advanced analytics capabilities and taking input data from the IVR, CIS, and field service management systems, utilities are able to predict why customers are calling and proactively provide the Customer Service Representatives with a Next Best Action recommendation. This could be in the form of a “screen pops” to suggest scripts, alternative rate programs, account information (e.g. bill information or field service ticket information), or other product/services that are being offered. These game changing analytics capacities are enabling a personalized experience for utility customers and at the same time improving key call center metrics.