Room 131 A
April 9, 2019 | 8:00 AM - 3:00 PM
7:30 AM - 8:00 AM
7:30 AM - 8:00 AM
8:00 AM - 8:30 AM
Welcome / Introduction to Digital Customer Engagement Synergy Group
8:30 AM – 9:15 AM
Voice for Utilities
Speaker: Fei Wang, Senior Research Analyst, Wood Mackenzie Power & Renewables
Speakers: Paul Rao, Director of Information Systems (Retired), Fayetteville Public Works Commission & Letitia Cisco-Smith, Project Manager, Fayetteville Public Works
After a successful launch of Fayetteville Public Works Commission’s (FPWC) new customer self-service portal in October 2018, the utility identified proven methodologies to deliver the “3 E’s” known as customer Education, Engagement, and Empowerment. FPWC teamed up with Milestone Utility Services to offer digital billing & payment, notifications, usage insights, and more via Milestone ePortal, a leading utility customer portal. The utility has seen improvements in program participation for Time-of-Use, Community Solar, Choose-Your-Own-Due-Date, and Rebate initiatives. By embracing the digital transformation and multi-channel preferences of their 120,000 electric / water customers, FPWC met several project goals within only six months following go-live. In this session, we’ll cover: 1.) tips to gain more operational benefits available with digital self-service; 2.) ways to give customers more choices to gain their trust and therefore program participation; 3.) lessons learned when implementing a new customer self-service portal.
Leading utilities are taking advantage of artificial intelligence (AI) and data science to address aspects of Customer Service like high bill calls, shifting to proactive, digital customer alerts and arming CSRs with information to pinpoint the causes of high usage rather than surmising.
This presentation will introduce attendees the next generation of “grid edge virtual CSRs” that effectively leverage AI, digital channels and Voice Assistants to eliminate the need for high bill calls altogether. In cases where a customer wants to speak to a human being, the rep has what he or she needs to quickly analyze the situation.
Speaker:Judson Tillinghast, Arizona Public Service
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
We will close with a review of today’s session and completion of surveys.
If you have a Synergy Group question, please contact: