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.
9:30 AM – 10:45 AM
Customers’ Digital Appetite – Keeping up with Customer Needs
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 the industry? This session will feature case studies on how customer insights help drive strategic decisions and their implementation, creative ways to prioritize customer-focused initiatives for cap-ex funding, and how the agile process can be applied to evolve those customer innovations moving beyond MVP into the test, learn and adapt continual improvement.
1:30 PM – 2:45 PM
How to Build and Execute on a Digital Product Mindset
Speaker: Zach Bates, Product Manager- Digital Products, Puget Sound Energy
Meet utility industry leaders 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.
9:30 AM – 10:45 AM
Utilizing Data to Support Changes in Regulatory Approach For Energy Assistance Programs
Speakers: Claire Locke, Manager, Customer Insights, 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 4 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.