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



7:00 AM - 8:00 AM

Continental Breakfast - Rooms 129 A/B



7:30 AM - 8:00 AM 




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, Marketing, 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
Creating a Dynamic Voice of the Customer Dashboard Using a Cloud-based Analytics Solution

Speakers: Shamus O'Brien, Mgr Voice of the Customer, Eversource &
Sanjay Sahoo, VP, Solutions & Deliver, MResult Corp.

Creating a comprehensive understanding of our customer’s experience can sometimes be challenging when faced with multiple touchpoints, systems and organizations.  Additionally, the process of administering surveys, collecting data and pulling the results together, can be a labor intensive process.  Learn how Eversource automated this process by creating the first-ever Eversource cloud-based analytics solution; the Voice of the Customer - CX Dashboard.  The new dashboard streamlines our survey processes and makes detailed, real-time, and actionable data readily available to our leadership and end-users.  Through dynamic visualizations, leadership is able to quickly identify pain points and drill down to potential problem areas using their desktop or mobile device.  The Voice of the Customer dashboard incorporates customer demographic data, customer information from multiple internal systems and industry study benchmarks.  Using new text analytics through the Microsoft Azure Analytics Cloud Solution, we have easy access and awareness to our customers sentiments.

 10:00 AM - 10:15 AM
Break – Refreshments in foyer near room 123
 10:15 AM - 11:00 AM
Case Studies in Process Intelligence Analytics
  Speaker: Lisa Burnett, Dir of Customer Service & Business Operations,
Louisville Water Company

Co-Speaker: 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

Speakers: Barb Powers, Specialist Leader, Alexis Gompf , Consultant & Ale Trevino, Strategy & Operations, Deloitte Consulting
Demonstrator: Cameron Duncan, Business Analyst, Deloitte Consulting

  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 - Rooms 129 A/B



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