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. Learn more about the Customer + Corporate Symposium.

Wednesday, June 17, 2020

10:45 AM – 12:00 PM
Translating Customer Data to Value During the COVID Epidemic
Speaker: Jeff Mango, Managing Director, Customer Experience Practice Leader, KPMG LLP
As we navigate our way through the COVID epidemic, utilities and their customers are facing challenges they’ve never encountered before.  One of those challenges for utilities is determining the best ways to serve their communities during the epidemic.  Most organizations spend a lot of time and effort collecting data on their customers but have they used that data to develop good strategies for understanding their customer’s experiences so they might help them the most effectively?  In this session, we will look at how your organization can use its customer data and translate it into actions that help their customers navigate this time of crisis.

2:45 PM – 4:00 PM
Leveraging Your Customer Feedback to Create a Better Customer Experience

Speaker: Kristina McClenahan, Product Development Manager, Customer Solutions Billing & Payment, Puget Sound Energy
As Steve Jobs said, “Customers don’t measure you on how hard you tried, they measure you on what you deliver.” In this session, you will learn about Puget Sound Energy’s success in responding to customer feedback by creating and implementing programs to create a better customer experience.

Session sponsored by:

Thursday, June 18, 2020

10:45 AM – 12:00 PM
Do You Really Know Your Customer?

Speakers: Christina Tasche, Credit and Collections Analyst, 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 towards 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.

1:00 PM – 2:00 PM
Using Segmentation to Drive Customer Strategy

Speaker: Ron Newheiser, Principal Analyst, Market Insights, Portland General Electric
Sandra Kopp, Supervisor, Segment Delivery, Sacramento Municipal Utility District
Theresa Haskins, Senior Business Development Manager, Portland General Electric
This session will highlight unique approaches to engaging both residential and commercial customers in response to rising pressure from new competition, changing customer attitudes, and regulatory trends.  As the utility industry is becoming more consumer-driven and competitive, emerging technologies are making it easier for customers to address their energy needs with third-party solutions.  To address these market forces, data-driven insights and segmentation methods are aimed at establishing a better understanding of each customer’s strategic value. The goal is to proactively provide customized solutions and shift interactions to higher levels of engagement with the utility.

Session sponsored by:

2:30 PM – 3:30 PM
When Customers Call, We Are Listening

Speaker: Brandy Leisin, Manager, Customer Operations, Arizona Public Service Company
Everything you need to know about your business is captured in call recordings. By analyzing your customer calls you will be able to understand how your company is performing, what customers think, trends and insights, coaching opportunities, and more! With Speech Analytics the burden of having to manually analyze each call recording can now be a thing of the past.