Data-driven, personalized customer interactions
Customers expect personalized experiences and offers that are relevant to them. For utilities, though, the cost to serve customers is rising, and that means having to do more with less. Higher customer participation in programs and offers can increase customer satisfaction (J.D. Power, 2015) and control costs, enabling utilities to meet their profitability and regulatory objectives.
But raising customer awareness and engagement with utility products and services can be difficult. Data is often siloed between programs and departments in different systems. Useful external data may be unavailable. Once the data is assembled, determining the right offers and presenting the recommendations through the right channel at the right time is a challenge.
Data and Analytics provides the tools utilities need to segment, analyze, filter and target customers for relevant utilities programs and offers to improve the customer experience.
- Customer Cloud: A holistic customer view made possible with seamless data integration
- M&V 2.0: Continuous savings measurement that provides granular and timely insights