Monday, April 30, 2012 | 8:00 - 4:00 pm | Texas 4

Customer Engagement –

Looking at the Customer through a Broader Lens, with a Deeper Understanding...

Jessica Hogan, Consumer Insights & Strategy, J.D. Power & Associates

Christopher Perdue, Director, Smart Energy Practice, J.D. Power & Associates

Peter Shaw, Sr Director, Smart Energy Practice, J.D. Power & Associates

Jordan Silvertrust, Research Manager, Smart Energy Practice, J.D. Power & Associates

David Steele, Sr Director, Smart Energy Practice, J.D. Power & Associates

Customer Engagement includes how your organization interprets the voice of its customers, builds customer relationships and uses customer information to identify opportunities for innovation. Using advanced tools and methods to better understand diverse customer needs and behaviors is a key enabler of the new energy paradigm.

This course will explore the industry’s journey from traditional emphasis on customer satisfaction measurement, to the current environment that requires the use of segmentation and customer analytics to fuel innovative customer communications and engagement strategies.

Experts from J.D. Power and Associates’ new Smart Energy division will present tools and methods for better understanding the voice of the customer through segmentation, text analytics, online communities and web/social media research. In addition, they will review the results of their behavioral segmentation of U.S. electric customers, smart grid messaging test findings, and highlights of J.D. Power research in plug-in electric vehicles and telecommunications company forays into home automation and energy management.

Learning Objectives:

• To provide a clear understanding of the benefits of research science with a focus on the measuring customer satisfaction and “why metrics matter, and what should you measure”.

• To provide an understanding of basic applications for consumer research as related to the regulated nature of the utility environment and various indices.

• To provide an understanding of customer segmentation and the benefit/application of segmenting the behaviors of utility customers.

• To provide an introduction and case study of customer analytics and advanced tools that can fuel innovative customer communications and engagement strategies.

• To provide an introduction to web and social analytics to better understand the cyber customer, what they are saying and how you can begin understanding these conversations and statements.

Who Should Attend?

• Research analysts and managers;

• Marketing and communications managers ;

• Customer strategy and business planning leaders;