View the full Customer + Corporate Symposium agenda here.
10:30 AM – 11:45 AM
Learning to Fish in a Data Lake
Speaker: Mark Drewes, Business Intelligence Architect, Salt River Project
How do you keep your data lake from becoming a swamp? Salt River Project has gone from the early days of a data warehouse to a fully implemented, value generating Open Analytics Platform (OAP) that incorporates a data lake as one of our key enabling technologies. Mark Drewes, who helped to design the architecture that SRP is using for the OAP will speak on the aspects of the journey the utility has undertaken over the past three years.
1:00 PM – 2:15 PM
Building an Insight Driven Organization
Speakers: Damian McKenna, Managing Director, Acceleration Technology Partners
Paolo Mercado, Manager, GTM and Data Analytics/Data Scientist, Hitachi Vantara
The digital era is here. To survive and thrive, organizations need to build skills and develop strategies that create and foster an analytics-driven culture, where insights lead to innovation and a positive, bottom-line impact. This session will explore best practices that utility leaders can create and promote throughout their organizations to advance their own Analytically Driven Enterprise.
2:45 PM – 4:00 PM
Data Pitstop: Getting Things Moving Fast
Speaker: Tim Pettit, Senior VP of Utility Engagement, TROVE Predictive Data Science
9:15 AM – 10:30 AM
From Data to Dollars: A Journey of Analytical Transformation
Speakers: David Baron, Manager of Performance Management/Organizational Strategy, Southern California Gas Company
JP Dolphin, Manager of Strategic Data Science, Pacific Gas & Electric Company
So you want to transform your business through the use of data and analytics? That’s great. But what types of analytics are there and how can you find the value to your organization through the use of all types? Do you know what types are a best fit for your organization? Do you need descriptive analytics? Maybe you need prescriptive analytics? What about predictive, exploratory, and machine learning analytics?
In this session, we’ll hear perspectives on what finding the true value of data and analytics really looks like, the steps you should be taking to get there, and what this journey really looks like from those who are already on their way. Our speakers will explore these topics and more with the audience.
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.