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Leveraging data applications to drive customer engagement

Jay Malin's picture
Managing Director Good Egg Media LLC DBA AGENT511

Jay Malin, Ph.D., is a cofounder of AGENT511 and manages solution architecture for its utility and public safety solutions. He led the company's effort to develop and deploy the first text...

  • Member since 2018
  • 13 items added with 34,257 views
  • Jun 4, 2021

A recent Gartner Note, “How to Build a Data Engineering Practice That Delivers Greater Consumer Experiences,” highlighted the multidisciplinary role of data management within an organization.  The article avoided over-emphasizing one technology over another but was clear to define the benefits of doing so. 

Benefits include faster delivery time for products and services, leveraging third-party data into solutions, and easier fulfillment of regulatory requirements, non-exclusively.  These benefits resonate with utilities where real-time access to data and analytics helps deliver timely, transparent customer communications.

Part of building this practice is to acquire this competency by hiring team members with relevant experiences and training the team in these new methodologies.  This offers utilities and their vendors the ability to collect and sort extremely large volumes of data and in real-time sort, share, and display this data.  Partitioned databases, replicated warehouses, data marts, pipelines and BI tools are now replaced by a single high-availability cloud platform that delivers all of this computationally intensive functionality with limited latency.  

– Configurable graphical analytics such as energy comparisons may be generated for a single customer and delivered in a notification.

– Incoming messages may be correlated with various data sources such as nearby incidents, environmental conditions, and equipment types. 

– Customers impacted by severe weather may be sent personalized notifications based upon regional preferences and data trends.

An organization's investment in data engineering is a path towards more meaningful engagement through data applications and analytics.

Jay Malin's picture
Thank Jay for the Post!
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Matt Chester's picture
Matt Chester on Jun 4, 2021

Customers impacted by severe weather may be sent personalized notifications based upon regional preferences and data trends.

This seems like one of those features a customer may not know they want until it's put in place for them. Do you opt them in by default and let them remove themselves if they like, or is there an educational process put in when new opportunities are available? 

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