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 proactively engage with their customers, anticipate needs, and identify new opportunities.
Target Audience: Professionals responsible for Customer Analytics; Customer Data; Market Research + Analysis; Service + Product Development; Customer Solutions; or Customer Care.
All session times are listed in Pacific time.
9:15 AM – 10:30 AM
Navigating the Changing Media Landscape
Speakers: Huntley Ritter, CEO/President, Stafford Multimedia, LLC
John Egan, President, Egan Energy Communications, Inc.
Consumers’ media consumption is soaring, but their choices and preferences on how to receive news differ among age and generation – leading marketing dynamics to change rapidly and dramatically. With continuously evolving mindsets, expanded platform choices, technology developments and events such as the global pandemic, utilities need to quickly adapt and respond to the behaviors of our audiences to meet the needs of their customers. Not always an easy task in today’s unpredictable marketing environment. In this session you will hear more about the following:
• Strategies to use paid advertising to complement earned media and amplify your company’s messaging
• The best use of social media platforms to reach your target audience
• Attracting and keeping your audience’s attention in an environment where consumers are changing the way they access information.
10:15 AM – 11:30 AM
Communicating Industry Change
In this session, you’ll hear from industry experts on how they’ve navigated change and communicating those changes in an industry that does not typically evolve. The panel of speakers will address how they’ve each approached scenario planning and implemented teams and strategies for the future success, and discuss best practices for customer communication.
2:45 PM – 4:00 PM
Beyond Covid (What Covid Practice Should Be Integrated Into Real World)
Speaker: Vy Kieu, Employee Experience Manager, Salt River Project
After learning to quickly pivot throughout the pandemic, what practices should be kept long term in the utility world?
10:15 AM – 11:30 AM
Affordable Service/Social Responsibility
A conversation on Best Practices On Affordability and Social Responsibility, including program implementation, challenges and future opportunities.