From Customer Segmentation to Success: Tips, Tools, and New Tech

Utilities must understand their customers’ needs before they can succeed at rolling out new products and services, designing seamless new experiences, and reinventing business models across a rapidly changing energy landscape. Efforts are well under way across the industry, from identifying new customer segments through data analytics, to closing service gaps using customer journey maps and collaborative processes. Panelists will discuss how to: 

 

  • Know your customer on an individual level
  • Build and improve segmentation models
  • Create, cost-justify and maintain a Voice of the Customer program

Panelists:

Melissa Cosby, Director, CE Strategy, Tampa Electric/Peoples Gas

David Quin, Director, Customer Journey Experience, Entergy

Moderator: Steve Waters, Senior Research Manager, Chartwell, Inc.

 

Thanks for your interest!

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