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 using data to better serve their customers. It is intended for customer analysts, data analysts, customer managers and leaders responsible for customer service, product development and leveraging customer data.
All session times are listed in Pacific time.
10:15 AM – 11:30 AM
Customer Empowerment through Digital Channels
Customer Centricity continues to dominate discussions in utility board rooms across the globe. But implementing a customer-centric strategy requires utilities to break through silos and engage with customers in new and innovative ways. Join us as we consider those challenges and highlight the use of digital channels to transition our ratepayers into prosumers.
2:15 PM – 3:30 PM
Making It Easy for Customers to Do Business with Us
Facilitator: Tricia Davis, Manager Customer Interactions, NorthWestern Energy
Panelists: Dana Santana, Market Intelligence, Insights & Analytics Manager, San Diego Gas & Electric Company
Kristina McClenahan, Product Development Manager, Customer Solutions Billing & Payment, Puget Sound Energy
Lucas Tasa, Director of Customer Solutions, KPMG LLP
Customer expectations are ever-changing. These expectations are largely driven by their experiences with forward-thinking industries they interact with on a daily basis. In this session we’ll explore current and future trends around customer experience and what customers have come to expect. Our panel will share innovative solutions that have been implemented to solve for ease in making payments, capturing the voice of the customer in ways that directly impact change, and measuring the success of the programs for lasting impact.
8:30 AM – 9:45 AM
Hybrid Workforce Model and Managing Remote Employees
Speaker: Tricia Davis, Manager Customer Interactions, NorthWestern Energy
With Coronavirus and social distancing protocols many companies found the need to quickly move their workforce home. This session will discuss benefits and challenges of utilizing a hybrid model, employees working onsite and at home, from an employee and a company perspective.
12:30 – 1:45 PM
Better Understanding Customer Perceptions/360 View