[Kevin Praet (Adm)]

Hello Customer Analytics Community Members,

I hope all is well! We are just under one week away from our June Customer Analytics Community Conversation and want to get you excited about the session taking place. On Tuesday, June 8th at 11:00 AM CT, we will be joined by Matt Wiseman, Sr. Data Scientist at Duke Energy, who will be leading a presentation on, Call Center Customer Insights. During this session Matt will cover how Duke Energy uses data science to uncover the most frequent topics customers are calling about at the call center. He will give a high level view of the data science used, and some of the insights learned about Duke Energy customers.

Learn more about out speaker Matt below!

Matt Wiseman (Sr. Data Scientist at Duke Energy)

Matt Wiseman is a data scientist on Duke Energy’s Data Science Innovations team utilizing machine learning and deep learning to develop AI solutions. Primarily focused on Python, projects have included analyzing images with AI and natural language processing. 
_________________________________________________________________________________________________________________________________________

As a reminder UAI has a new IT policy in place that prevents me from forwarding calendar invites directly to your inboxes. To work around this I have attached a copy of our calendar placeholder to this message which you can download directly. If you’re having any issues please let me know. Our Microsoft Teams link will still be provided via UAI Connect one day prior but we wanted to give you the option to download to your calendars ahead of time as well.

If you have any questions please let me know otherwise I look forward to connecting next week.

Thanks!

——————————
Kevin Praet
Membership Coordinator
Utility Analytics Institute (UAI)
Boulder CO
315-440-3033
——————————
——————————————-
Original Message:
Sent: 05-27-2021 14:45
From: Kevin Praet
Subject: Upcoming June (2021) Customer Analytics Community Conversation

Hello Customer Analytics Community Members,

I hope all is well! With May coming to an end I wanted to reach out and get you excited for our June (2021) Customer Analytics Community Conversation. On Tuesday, June 8th at 11:00 AM CT, we will be joined by Matt Wiseman, Data Scientist from Duke Energy, and his presentation, Call Center Customer Insights. I’ll be providing more information on this session one week prior to our meeting but you can always learn more about each of our upcoming Community Conversations on our Events Page HERE.

As a reminder UAI has a new IT policy in place that prevents me from forwarding calendar invites directly to your inboxes. To work around this I have attached a copy of our calendar placeholder to this message which you can download directly. If you’re having any issues please let me know. Our Microsoft Teams link will still be provided via UAI Connect one day prior but we wanted to give you the option to download to your calendars ahead of time as well.

If you have any questions/concerns regarding this update please let me know or refer to our post in the Ask Your Network Community HERE which provides additional information.

Thanks and I look forward to connecting next month!

——————————
Kevin Praet
Membership Coordinator
Utility Analytics Institute (UAI)
Boulder CO
315-440-3033
——————————

[Treena Colby]

Hello UAI Customer Analytics Community Members,

Thank you for the excellent questions regarding my presentation. My answers are below. Feel free to reach out to me for additional information or a discussion. 

• @Treena — How do you do journey maps? A journey map is a diagram of steps that captures the rational and emotional experiences a customer goes through to resolve an issue or conduct a transaction. The map captures interactions between the customer and the utility as well as related experiences that lie outside the utility’s purview, thus providing a deeper understanding of the customer’s experience. Creating one involves inventorying and describing touchpoints-all of the points in which the customer interacts with the utility. 
• @Treena — How do you prioritize your initiatives? We look at the effort of the initiative, strategic alignment, financial ROI, risk avoidance, and the consequence of inaction. 
• @Treena — How are your customer analytics developed? This question is outside of my purview since I am on the business side of our analytics efforts. I would be happy to connect the person who asked the question to the contact at TPU leading the charge!

Thank you,

——————————
Treena Colby
Program Development Manager
Tacoma Public Utilities
Tacoma WA
2535028113
——————————
——————————————-
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, @Timothy, 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

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

[Leslie Cook (Adm)]

Thank you for answering these questions from the May 3, 2021 Community Conversation, @Treena! This is very helpful.

Cheers,

     Leslie ​

——————————
Leslie Cook
Membership & Digital Engagement Manager
Utility Analytics Institute (UAI)
719-203-8650, lcook@utilityanalytics.com
——————————
——————————————-
Original Message:
Sent: 06-03-2021 19:41
From: Treena Colby
Subject: Questions Asked During May 3 Customer Analytics Community Conversation

Hello UAI Customer Analytics Community Members,

Thank you for the excellent questions regarding my presentation. My answers are below. Feel free to reach out to me for additional information or a discussion.

• @Treena — How do you do journey maps? A journey map is a diagram of steps that captures the rational and emotional experiences a customer goes through to resolve an issue or conduct a transaction. The map captures interactions between the customer and the utility as well as related experiences that lie outside the utility’s purview, thus providing a deeper understanding of the customer’s experience. Creating one involves inventorying and describing touchpoints-all of the points in which the customer interacts with the utility. 
• @Treena — How do you prioritize your initiatives? We look at the effort of the initiative, strategic alignment, financial ROI, risk avoidance, and the consequence of inaction. 
• @Treena — How are your customer analytics developed? This question is outside of my purview since I am on the business side of our analytics efforts. I would be happy to connect the person who asked the question to the contact at TPU leading the charge!

Thank you,

——————————
Treena Colby
Program Development Manager
Tacoma Public Utilities
Tacoma WA
2535028113
——————————

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, @Timothy, 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

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

[Kevin Praet (Adm)]

Hello Customer Analytics Community Members,

I hope everyone had a nice weekend! This is just a quick reminder to join us tomorrow, Tuesday June 8th at 11:00 AM CT, for a discussion on Call Center Customer Insights with Matt Wiseman, Sr. Data Scientist at Duke Energy. I’ve included our Microsoft Teams credentials below and re attached our calendar placeholder to download. If you have any questions or issues joining please let me know.

________________________________________________________________________________

Microsoft Teams meeting

Join on your computer or mobile app

Click here to join the meeting

Or call in (audio only)

+1 920-393-6243,,482143015#   United States, Green Bay

Phone Conference ID: 482 143 015#

Find a local number | Reset PIN

Learn More | Meeting options

________________________________________________________________________________

Thanks and I look forward to connecting!

——————————
Kevin Praet
Membership Coordinator
Utility Analytics Institute (UAI)
Boulder CO
315-440-3033
——————————
——————————————-
Original Message:
Sent: 06-02-2021 12:08
From: Kevin Praet
Subject: Upcoming June (2021) Customer Analytics Community Conversation

Hello Customer Analytics Community Members,

I hope all is well! We are just under one week away from our June Customer Analytics Community Conversation and want to get you excited about the session taking place. On Tuesday, June 8th at 11:00 AM CT, we will be joined by Matt Wiseman, Sr. Data Scientist at Duke Energy, who will be leading a presentation on, Call Center Customer Insights. During this session Matt will cover how Duke Energy uses data science to uncover the most frequent topics customers are calling about at the call center. He will give a high level view of the data science used, and some of the insights learned about Duke Energy customers.

Learn more about out speaker Matt below!

Matt Wiseman (Sr. Data Scientist at Duke Energy)

Matt Wiseman is a data scientist on Duke Energy’s Data Science Innovations team utilizing machine learning and deep learning to develop AI solutions. Primarily focused on Python, projects have included analyzing images with AI and natural language processing. 
_________________________________________________________________________________________________________________________________________

As a reminder UAI has a new IT policy in place that prevents me from forwarding calendar invites directly to your inboxes. To work around this I have attached a copy of our calendar placeholder to this message which you can download directly. If you’re having any issues please let me know. Our Microsoft Teams link will still be provided via UAI Connect one day prior but we wanted to give you the option to download to your calendars ahead of time as well.

If you have any questions please let me know otherwise I look forward to connecting next week.

Thanks!

——————————
Kevin Praet
Membership Coordinator
Utility Analytics Institute (UAI)
Boulder CO
315-440-3033
——————————

Original Message:
Sent: 05-27-2021 14:45
From: Kevin Praet
Subject: Upcoming June (2021) Customer Analytics Community Conversation

Hello Customer Analytics Community Members,

I hope all is well! With May coming to an end I wanted to reach out and get you excited for our June (2021) Customer Analytics Community Conversation. On Tuesday, June 8th at 11:00 AM CT, we will be joined by Matt Wiseman, Data Scientist from Duke Energy, and his presentation, Call Center Customer Insights. I’ll be providing more information on this session one week prior to our meeting but you can always learn more about each of our upcoming Community Conversations on our Events Page HERE.

As a reminder UAI has a new IT policy in place that prevents me from forwarding calendar invites directly to your inboxes. To work around this I have attached a copy of our calendar placeholder to this message which you can download directly. If you’re having any issues please let me know. Our Microsoft Teams link will still be provided via UAI Connect one day prior but we wanted to give you the option to download to your calendars ahead of time as well.

If you have any questions/concerns regarding this update please let me know or refer to our post in the Ask Your Network Community HERE which provides additional information.

Thanks and I look forward to connecting next month!

——————————
Kevin Praet
Membership Coordinator
Utility Analytics Institute (UAI)
Boulder CO
315-440-3033
——————————