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.

This track is sponsored by:

Meet the Insights That Drive Customer Value Program Development Team. Learn more about the Customer + Corporate Symposium.

All session times are listed in Pacific time.

Tuesday, March 9, 2021

10:15 AM – 11:30 AM
Customer Empowerment through Digital Channels
Speaker: Alana Antonelli, Manager, Customer Experience & Communications, FortisAlberta Inc.
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.

This session is sponsored by:

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.

This session is sponsored by:

Wednesday, March 10, 2021

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 through 360 Processes
Speakers: Chris Montaglione, Managing Director, Energy, Escalent
Jamie Loosbrock, Sr. Customer Research Analyst, San Diego Gas & Electric Company
Sharon Connolly, Manager of Strategic Customer Initiatives, Arizona Public Service Company
Knowing how to reach utility customers is an evolving effort, as the demographic diversity of customers across service territories offers unique communication challenges. Harness the power of data to provide a 360 degree understanding of your customer.  Create bespoke messaging, engagement and experiences tailored to their unique needs.  Hear from utilities that have made great strides to truly understand their customers at every increasing levels of granularity.