On Demand - Leveraging Customer Data to Impact Customer Behavioral Changes - [an Energy Central PowerSession™]

We are seeing a prolific shift in the attitudes of residential customers towards their energy and water utility. They no longer want to be passive consumers of energy and water services. Rising costs and first-hand experience of the adverse effects of climate change and water shortages are resonating with the masses. Customers are dissatisfied, to say the least. They want choice, control, and beyond-the-meter products and personalized services to help them manage rising utility costs. Energy and Water Utilities' ability to give customers what they want when and how they want it hinges on harnessing the data they already have.

During this on-demand PowerSession, panelists share a “better” approach to leveraging customer data to offer a seamless, relevant, and compelling customer experience (CX). This includes reaching low-income customers with the right information and offers.

Traditionally, utilities have offered residential customers one-size-fits-all products, programs, and services. However, when it comes to disadvantaged people and communities, equality doesn’t equate to fairness. Today, utilities need to offer solutions tailored to specific income groups.

Panelists discuss how utilities are using customer data to advance energy and water equality in the communities they serve. They share case studies including how they are:

• Auto enrolling vulnerable customers in money-saving programs
• Educating communities that have been impacted by natural disasters about their ability to combat climate change
• Offering products, programs, and services that allow better and more equal access to renewable energy and clean water

Key Takeaways

• Learn how to leverage data to meet ever-rising consumer expectations for better customer service while advancing decarbonization, energy efficiency, and water conservation
• Hear about how to successfully tailor solutions for low-income customers
• Learn about the most effective educational programs

Moderator: 

Vanessa Edmonds, Executive Director, Utility 2030 Collaborative

Vanessa Edmonds knowledge acquisition professional, marketer, writer, speaker, and technology company go-to-market advisor who helps utility companies reach transformation goals through the industry's best solution providers.
She has spent her career authoring lead generating research studies and articles. Expertise includes digital transformation, customer-centricity, customer experience (CX), energy efficiency, and clean energy. She has deep experience creating thought leadership content for with startups and North American utility industry new market entry.

Panelist: 

Roopali Shah, mgr, Business Performance & Optimization, SMUD - Roopali Shah has over 20 years of experience leading strategic planning, strategic marketing and data analytics with a keen focus on customer experience and market differentiation.  She has a demonstrated history of success leading several innovative initiatives that identified untapped potential in existing markets, increased customer engagement and ensured programmatic success. Prior to working for SMUD, she held several strategic planning positions in consulting and the healthcare sector.

James Riley, Partner, Appos Advisors -  With over 20 years of consulting experience, James helps companies better understand the markets they serve and deliver growth through the development, marketing and selling of new products and services. James experience spans across multiple industries including: utilities, high tech, consumer packaged goods, discrete and process manufacturing, telecommunications, local government, hospitality, and banking & insurance.

Susan Norris, Business Strategy Senior Manager, Energy & Utilities, Salesforce - Susan has over 30 years of experience in the energy and utility space.  Her expertise lies in successfully developing and implementing innovative solutions to complex problems.  She is focused on strategically disrupting industry inertia and imagining new ways of working to engage and serve customers and employees through digital transformations that optimize operational productivity, increase revenue, improve the employee and customer experience, and increase program and product engagement.   

THANKS TO OUR SPONSOR:

Salesforce is the #1 CRM for Energy & Utility companies. Customer 360 for Energy & Utilities draws on the full power of Salesforce to unite every team - marketing, sales, service, and IT - around a single, shared view of customer data on an integrated platform. This helps utilities personalize and digitize customer engagements, drive customer acquisition, accelerate time to value and reduce risk - all on a flexible and scalable platform. Learn more about Salesforce for Energy & Utilities.

Special thanks for the support of our partner Utility 2030 Collaborative for pulling this event together.