From Customer Segmentation to Success: Tips, Tools, and New Tech
Utilities must understand their customers’ needs before they can succeed at rolling out new products and services, designing seamless new experiences, and reinventing business models across a rapidly changing energy landscape. Efforts are well under way across the industry, from identifying new customer segments through data analytics, to closing service gaps using customer journey maps and collaborative processes. Panelists will discuss how to:
Know your customer on an individual level
Build and improve segmentation models
Create, cost-justify and maintain a Voice of the Customer program
Melissa Cosby, Director, CE Strategy, Tampa Electric/Peoples Gas
Melissa obtained her Certified Public Accountant and Project Management Professional certifications and started at Tampa Electric and Peoples Gas (TECO) in February 2010 in the auditing group, moving to various positions within the organization before settling in Customer Experience in 2017. Since then, Melissa has led the development of TECO’s Customer Experience strategy, CE Strategy Council, Customer Commitment Training, Customer Digitalization strategy, and Voice of the Customer program with the goal of creating a customer-centric culture at TECO and providing a world class customer experience for TECO’s customers.
David Quin, Director, Customer Journey Experience, Entergy
In his current role, David is responsible for understanding and improving Residential and SMB customer journeys. He manages multiple, cross-functional teams to identify, prioritize, and resolve customer frictions and deliver GREAT customer experiences that drive improved NPS and brand loyalty. David is accountable for mapping and delivering improvement across customer journeys including bill payment, new service initiation and customer onboarding, outage restoration and “resolve an issue.” And is also responsible for proactively identifying emerging trends, risks and opportunities to improve the customer experience.
Jennifer Neiswonger, Director, Customer Experience, Duquesne Light Company
In her role as Director, Jennifer leads initiatives focused on optimizing the utility customer journey and understanding today’s modern energy consumer. She is an expert in customer loyalty marketing, bringing over a decade of experience to the DLC team. She is passionate about the advancing the customer experience and has launched multiple new initiatives in her tenure that focus on providing customers exactly what they need, when they need it. Recent successes include a bill redesign project, enhanced digital communications, and a customer preference center.
Moderator: Steve Waters, Senior Research Manager, Chartwell, Inc.