[Timothy Krall]

Hello UAI Customer Analytics Community Members,

Please find answers to the questions asked during my portion of the Customer Analytics Community Conversation that took place on May 3, 2021. 

• @Tim — What drives your customer segmentation on the billing assistance?  A variety of factors are taken into consideration including usage and payment behaviors. System finds commonalities in our customer base to those ones that already participate in assistance programs.

• @Tim — I’m interested in your definition between Active and Inactive digital customers. Is that a certain # of logins per year, within last x months, or other? Authenticated interactions within the last year

• @Tim — How are you tracking your customers digital interaction with other companies/providers? Are there tools/methods used in addition to a survey question?  Using demographic data from third-party vendors

• @Tim — How do you delineate segments vs. personas? A follow-up to that is there any order, e.g. Step1. segmentation, Step 2. Personas. Segments: data-driven; Personas: communications-driven

• @Tim — How are segmentation personas created? Is it based on targeted customers or contain overall customers?  All customer base: difference between behavioral and attitudinal segmentations

• @Tim — What tool is used for the customer segmentation? Python/R or other? (Python)
• @Tim — Did you use digital or mail-surveys? (digital)

Thanks!
Tim

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Timothy Krall
Director, Customer Analytics
Exelon
Kennett Square PA
6107656526
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Original Message:
Sent: 05-03-2021 20:38
From: Leslie Cook
Subject: Questions Asked During May 3 Customer Analytics Community Conversation

Hello Customer Analytics Community Members,

Thanks to everyone that joined us today, May 3, 2021, during the Customer Analytics Community Conversation. I am excited to report that we had 151 attendees join us during today’s Community Conversation! If you missed today’s session, we have posted the recording in the UA Summit event platform and we will soon post it within the online Customer Analytics Community Library (@Kevin is working on it now!).

A shout out and BIG thank you to our speakers, @Treena, @Tim, and @Poonam! We appreciate you sharing your knowledge and expertise during the session. Can each of you take a look at the below questions and reply to this discussion post if you have answers? Thank you!

We had quite a few questions asked in the chat box during today’s session. We did get to some of the questions, but not all of them during today’s session. I would love to continue the conversation here. The questions below are open to any UAI Customer Analytics Community member, not just our speakers from today’s session, so please reply to this post to share your insight on the below questions. Each question is marked with a speaker name to note whose presentation it was submitted during. 

Thanks to everyone that asked questions, answered questions, and shared today! Great session! I walked away wanting more! :-)

QUESTIONS ASKED IN THE CHAT BOX FROM MAY 3 CUSTOMER ANALYTICS COMMUNITY ATTENDEES:

• @Treena — How do you do journey maps?
• @Treena — How do you prioritize your initiatives?
• @Treena — How are your customer analytics developed?
• @Tim — What drives your customer segmentation on the billing assistance?
• @Tim — I’m interested in your definition between Active and Inactive digital customers. Is that a certain # of logins per year, within last x months, or other?
• @Tim — How are you tracking your customers digital interaction with other companies/providers? Are there tools/methods used in addition to a survey question?
• @Tim — How do you delineate segments vs. personas? A follow-up to that is there any order, e.g. Step1. segmentation, Step 2. personas
• @Tim — How are segmentation personas created? Is it based on targeted customers or contain overall customers?
• @Tim — What tool is used for the customer segmentation? Python/R or other?
• @Tim — Did you use digital or mail-surveys?
• @Poonam — How are metrics created based on voice of the customer program?

​​​
Thanks!

     Leslie

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Leslie Cook
Membership & Digital Engagement Manager
Utility Analytics Institute (UAI)
719-203-8650, lcook@utilityanalytics.com
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