Insights That Drive Customer Value

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.

Meet the Insights That Drive Customer Value Program Development Team.

March 10, 2020

10:15 AM – 11:45 AM
Translating Satisfaction to Value
Speaker: Jeff Mango, Managing Director, Customer Experience Practice Leader, KPMG LLP
We measure customer sat with a variety of metrics (CAST, Surveys, …) but how do we attach/connect that to customer value?

1:30 PM – 2:45 PM
Leveraging Your Customer Feedback to Create a Better Customer Experience
Speakers: Luis Moreno, Outage Communication and Management, Southern California Edison
Kristina McClenahan, Product Development Manager, Billing and Payment, Puget Sound Energy
Christina Veltkamp, Manager, Customer Service and Collections, ENSTAR Natural Gas Company
As Steve Jobs said, “Customers don’t measure you on how hard you tried, they measure you on what you deliver”. This session highlights some of the successful programs and services that top utility companies deliver to their customers as a direct result of customer feedback. Come listen to and participate in our panel discussion on ways utilities collect feedback and implement programs to create a better customer experience.

3:15 PM – 4:30 PM
Do You Really Know Your Customer?
Speakers: Christina Tasche, Credit & Collections Business Analyst III, Avista Utilities
Natalia Azoqa, Industrial Engineer, Southern California Gas Company
Yang Chen, Project Manager II, Southern California Gas Company
Predictive analytics is the first step toward proactive customer service. It applies data analytical techniques to historical facts, discovers underlying patterns, and builds inferences about unknowns. In this session, you will hear stories about how utility companies strive to better understand and help customers using predictive analytics.

March 11, 2020

9:45 AM – 10:45 AM
Using Segmentation to Drive Customer Strategy
Speaker: Sandra Kopp, Supervisor, Segment Delivery, Sacramento Municipal Utility District
Driving customer segments and operationalizing their use for developing markets and building customized offers.

11:00 AM – 12:00 PM
When Customers Call, We Are Listening
Speaker: Brandy Leisin, Customer Interactions Leader, Arizona Public Service Company
Leveraging Speech analytics tools to identify customer trends. Using this data to drive value (CSAT, process improvement, new products and services)