May 19, 2020 | 8 am - 3 pm
Room: 201 A
       
           $495 Registration Fee
 

 

Agenda

7 am - 8 am

Breakfast Buffet - Ballroom C

 

 

8 am - 8:15 am 

Check-In

 

 

8:15 am - 8:30 am

Welcome & Introduction to Analytics Synergy Group

 

 

8:30 am – 9:15 am

Automated Data Mining

 

Speakers:  Dante' Creighton, Technical Application Support Lead, Exelon Energy
Maryann Wolff, Managing Partner, Intoollect

  Exelon and Intoollect will discuss how applying a new style of analytics, called "process mining," quickly and proactively identifies bottlenecks in end-to-end business processes.  Dashboards reveal click-by-click patterns used to monitor, measure and predict deviations...server-to-server, day-to-day and person-to-person. Regulatory compliance can be demonstrated, as well as associated costs and benefits of process changes.  Whether CIS users are performing Billing, Collections, Payments, Field Activities, Service Activation or other activities, each step in the process is measured and compared to short and long-term statistics. Machine-to-machine steps of the processes are also included.  Trend charts provide justification for investments in people and technology, empowering CX, contact center and meter-to-cash operations' managers to make data-driven process improvements.
   
9:15 am – 10 am
What’s In Your Toolbox? It Needs To Be Analytics!
  Speaker: Mathew Croucher, Dir, Business Analytics, Entergy
 

What is potentially the most powerful tool in your arsenal that can dramatically help your utility improve CX, operational effectiveness and financial outcomes? Analytics. It’s a scary word until utilities understand the capabilities offered by analytics. This presentation will cover first steps, namely: strategy development and analytics program launch. Hear from one utility who has successfully used this tool to increase data value across multiple operational areas.

   
 10 am - 10:15 am
Coffee/Tea Break
   
 10:15 am - 11:15 am
Voice of the Customer - Connecting the Dots
  Panelists: Shamus O'Brien, Mgr, Voice of the Customer, Eversource
Doris Yon,
Mgr, VOC Strategy & Solutions, Southern Company Gas
 

More utilities are moving toward a customer-centric culture. Mature companies ensure that customers’ point of view is not only being considered, but their journeys influence decisions and business processes. Learn how utilities are integrating their Voice of the Customer (VOC) data into process improvement and ultimately how that improves the customer experience. This panel will share how to connect the VOC dots and show the 360° view of the customer using multiple listening posts. The discussion will include:

  • Aligning VOC data with operational metrics and demographics
  • Using the geographic and demographic data from your VOC inputs to target customers with communications on products, offerings and general awareness to enhance satisfaction
  • Moving toward predictive analytics
  • Identifying quick win opportunities that set you up for long-term success
   
 11:15 am - 12 pm
Optimizing Business Process & Redefining CX by Embracing Data Analytics
  Speakers: Jim Devine, Chief Shared Services Officer, Corix Group
Brad Adamske, 
SVP, Smart Energy Water
  Ensuring reliability. Responding quickly to outages. Providing easy-to-understand bills. These services have always been at the core of market expectations for utilities. But digitization has made customers more inclined towards technology for carrying out their day-to-day activities. This has forced utilities to rethink business strategies and leverage solutions to improve their overall business transactions. Corix Group is a major supplier of water and gas in 17 states in the United States. It adopted the digital customer engagement platform Smart Customer Mobile (SCM®) to deliver a personalized engagement experience to its customers. Through SCM, Corix Group analyzes its customers real-time data patterns and generate insights to understand their behavior. Follow this presentation to appreciate how this partnership succeeded in delivering a superior CX and harnessed the power of data intelligence to deliver customer service excellence.
   
12 pm - 1 pm
Lunch - Ballroom C

 

 

1 pm – 2:30 pm

Hot Topic and Open Forum Discussion

 

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

   
2:30 pm – 3 pm Recap, Closing and Surveys

If you have a Synergy Group question, please contact:

Shawnna Ansley

Synergy Groups Manager
903.893.3214
sansley@csweek.org