Utilities are redefining their customer interactions to understand their customers more deeply than ever before. The ability to analyze energy usage data in real time, along with demographic, behavioral and psychographic data, enables utilities to tailor personalized energy programs and services for their customers. Utilities also need to be able to interact with customers in real time providing the best targeted offers, services and information that address their customers’ needs. In both competitive and regulated markets, if utilities monitor and capture customer information from multiple sources such as metering systems, social media, websites, blogs, third-party data and transactional systems, they can deliver the right offer to the right person at the right time and through the right channel. By engaging with customers as individuals, utilities can build customer satisfaction, loyalty and even collaboration.
This white paper is sponsord by IBM.