Room 121 A
April 9, 2019 | 8:00 AM - 3:00 PM
       
           $349 Registration Fee
 

 

Agenda

7:30 AM - 8:00 AM

Continental Breakfast

 

 

7:30 AM - 8:00 AM 

Check-In

 

 

8:00 AM - 8:30 AM

Welcome / Introduction to Analytics Synergy Group

Facilitator: Roger Stephens, Performance Improvement Consultant

 

 

8:30 AM – 9:15 AM

Analytics in Action:  How to Make Powerful Personalization Predictions Without a Crystal Ball

 

Speaker:  Ryan Warren, VP of Marketing at EnergySavvy

  From customer accounts to usage to offers and programs, today’s utilities have no shortage of data—but effectively harnessing it can be a challenge. This is why data analytics has become a vital component in delivering a modern utility customer experience but is your utility leveraging advanced energy and customer analytics to its full capacity? How does utility-specific analytics software differ from horizontal software solutions?

Learn how two large US IOUs have worked with EnergySavvy to adopt data analytics to personalize their customer experience: one to improve customer rate-change education, and the other to incentivize behavioral energy savings. You’ll learn how EnergySavvy’s flexible Utility Customer Experience (UCX) platform and analytics can be used across a wide range of use cases: program enrollment, increasing customer satisfaction, assisting income-qualified customers, marketing offers. We’ll also explore how EnergySavvy’s UCX can be implemented on any existing system or channel—without busting the budget or project timeline.

   
9:15 AM – 10:00 AM
Enhance the Experience – Improve the Brand

Speakers:  Utility TBA &  Apogee Interactive TBA

Xcel Energy’s pilot was designed to test outbound video messaging measuring: Customer reaction to it in terms of satisfaction and perception of the utility, impact on immediate (Click thru rates) and long-term (program participation) engagement and impact on calls to the call center.

500,000 customer billing histories were batched-processed through our analytical engine to target customers most likely to be receptive to or in need of the message. 120,000 emails sent over a 4-month period to Xcel customers in Minnesota, North Dakota, Colorado and Wisconsin.

Xcel’s pilot launched to scale for all jurisdictions beginning on summer 2018 where 9 million messages will be sent in 6 different events.

   
 10:00 AM - 10:15 AM
Break – Refreshments in foyer 
   
 10:15 AM - 11:00 AM
Case Studies in Process Intelligence Analytics
  Utility Speaker: TBA
& Maryann Wolff, Managing Partner, Intoollect

Process Intelligence is an emerging new analytics technology where utilities can track their business processes click-by-click, and transaction-by-transaction, across the meter to cash lifecycle.  While business intelligence and operational analytics have been available for many years, these more traditional analytics reveal little about the steps that users and systems make in completing activities.  With Process Intelligence, low level system event data is combined with operational data to provide measurements at each step during the business process.  With process intelligence, utilities can quickly identify opportunities for productivity improvement, training, revenue management, regulatory compliance improvement and more. 

Hear how two utilities use process intelligence analytics. Both utilities see this as the beginning of continuous process improvement vs. one-time projects.  There are many ongoing initiatives that require re-examining business processes and confirming “before and after” measures --- computer system upgrades, re-organizations, AMI, smart grid improvements, cloud migrations and more.  Using process intelligence software to automate measurement and monitoring of activities can be a game changer for meter-to-cash lifecycle optimization.

   
 11:00 AM - 12:00 PM
An Amazing Customer Experience is more than Personalized, it’s Predictive
 

Speaker: Alexis Gompf, Senior Consultant & Barb Powers, Specialist Leader, Deloitte Consulting
Demonstrator: Cameron Duncan, Business Analyst, Deloitte

  Every keystroke on your website, account change over the phone, and payment made tells a story about your customer, but massive amounts of disparate data types and sources keep utility providers from making data-driven decisions. Observe a blind (software-agnostic) demo that showcases how the use of analytics can drive value for the business and the customer. Co-presenter Cameron will present the demo.
   
12:00 PM - 1:00 PM
Lunch 

 

 

1:00 PM – 2:30 PM

Open Forum Discussion

 

Attendees, this is a great opportunity to bring Hot Topics and Top of Mind issues to discuss with peers in your industry with similar interest and challenges. 

   

2:30 PM - 3:00 PM

Recap, Closing and Surveys

We will close with a review of today’s session and completion of surveys. 

If you have a Synergy Group question, please contact:

SHAWNNA ANSLEY

Synergy Groups Manager