Unlocking Customer Satisfaction with Advanced Analytics: Insights from SCE and Chartwell
In today’s rapidly evolving utility landscape, customer satisfaction is more than a metric—it’s a strategic imperative. At the recent Chartwell webinar, Southern California Edison (SCE) showcased how advanced analytics and innovative data strategies are transforming the way utilities engage and serve their customers.
SCE’s journey begins with leveraging artificial intelligence and machine learning to drive measurable improvements. By developing sophisticated propensity models, SCE has optimized its marketing efforts, resulting in up to a 140% increase in program enrollments for targeted initiatives. This data-driven approach ensures that outreach is focused on customers most likely to benefit, maximizing both efficiency and impact.
👉 Read the case study: Deep Dive Into SCE’s Customer Satisfaction Uncovers Actionable Insights
But the transformation doesn’t stop at marketing. SCE uses driver models to understand the intricate relationship between operational factors—such as outage duration and notification accuracy—and customer satisfaction. These models, informed by customer feedback and expert intuition, enable the utility to forecast satisfaction scores and prioritize actions that matter most to customers.
A standout innovation is SCE’s use of generative AI and large language models to analyze customer survey comments. What once took hours now takes minutes, allowing teams to quickly surface actionable insights and respond to emerging trends.
Continuous hypothesis testing further empowers SCE to identify and address performance discrepancies, ensuring that operational teams can act on data-driven insights to meet annual satisfaction targets.
The webinar also highlighted Chartwell’s commitment to industry collaboration, offering councils and resource portals for ongoing learning and networking. As utilities embrace advanced analytics, the path to customer satisfaction becomes clearer—and more achievable—than ever before.
To learn more about the Chartwell Customer Experience Leadership Council, don’t hesitate to reach out to Tim Herrick.
You may also like these blog posts:
- Customer at the Heart: PG&E’s AI-Powered Customer Transformation
- Celebrating Global CX Day 2025: Chartwell’s Commitment to Customer Experience
Related Insight Center research:
