Disruptive technologies are transforming a wide range of industries and the Energy and Utilities (E&U) industry is no exception. Technological developments in solar and storage are seen to have the largest impact; however, few realize that the changing preferences of the customer will also have a major impact on operations. Understanding these changes will be critical to the industry’s ability to adapt and stay relevant.
Customer analytics helps businesses break big problems into manageable answers. When companies need to look at how their customers behave, either as individuals or overall as a demographic, customer analytics decodes their actions so that they’re easier to understand.
At most utilities, customer transactional data is isolated in multiple different systems. IVR data is separated from web and mobile transactions, and most utilities have limited understanding of why their customers contact their call centers.