Digital Strategies + Customer Analytics

Customer analytics allow utilities to better understand their customers’ preferences, improve the customer experience, and optimize systems and operations within customer business units. This track will focus on how utilities are managing channels and using data to proactively engage with their customers, anticipate needs, inform business decisions, and improve customer interactions.

Target Audience: Professionals responsible for Customer Analytics; Digital Strategy + Transformation; Customer Data; Market Research + Analysis; Application Development; Service + Product Development; or Customer Solutions.

Meet the Program Development Team for this track. Learn more about the Customer + Corporate Symposium.

Thursday, March 2, 2023

9:30 AM – 10:45 AM
Customer Channel Lifecycle: How to Identify, Design, and Evolve
Speakers: Daniel Camacho, UX Specialist, Sacramento Municipal Utility District
Joe Keller, Principal, Market Insights Analyst, Portland General Electric
Maria Meadows, Senior Market Insights Analyst, Portland General Electric
They estimate that due to the pandemic a decade’s worth of digital adoption and innovation took place in 3 months, as businesses had to find new ways to connect with consumers, particularly with online shopping, telemedicine, and other  virtual and digital services. How can utilities keep up with customer expectations that are set outside their industry? This panel discussion covers how customer insights help drive strategic decisions, their implementation, and how to continuously evolve these customer innovations. Join the conversation! Bring your questions and share your challenges, so we can all learn together.

1:30 PM – 2:45 PM
How to Build and Execute on a Digital Product Mindset
Speaker: Cal Conrad, Product Development Specialist, Portland General Electric
Courtney Hemphill, Partner and Head of Product Engineering & Experience Lab, West Monroe
Meet utility industry leaders and digital product experts who will share their experiences with planning and executing digital products within the utility operating model. We’ll discuss what it takes to create a product versus project mindset within the utility, how to effectively utilize agile methodologies, and strategies to acquire and retain the right cross-functional talent. In this session we will also explore how to make space in funding requests to incorporate customer feedback and iteratively enhance digital products.

Friday, March 3, 2023

9:30 AM – 10:45 AM
Utilizing Data to Support Changes in Regulatory Approach For Energy Assistance Programs
Speakers: Claire Locke, Manager, Data Services, Puget Sound Energy
Julie Becker, Director, Customer Experience and Support, NorthWestern Energy
Michelle Ansani, Sr. Manager, Ernst and Young LLP
With current economic pressures many utilities are investing in different programs to bring energy assistance products to customers thoughtfully. Organizational capabilities around data governance, data science and data analytics can be key in negotiating with regulatory bodies on the right approach to serving diverse customer segments. What challenges have utilities faced when trying to utilize the data they have in this new way, often with emerging data programs or nascent IT investment in data technologies and how can you learn from their experience? This session will be a moderated panel discussion featuring key speakers from various utilities with experience in data product management, energy assistance program management, and data technology systems management. There will be a mix of both audience questions and moderator planned discussion topics over the course of the panel.