A Data Mining Perspective on Outage Communications
Analyzing your outage-related communications can tell you a lot about customer preferences, leading to stronger engagement. Outage Management Systems do a great job of identifying network performance metrics but don’t provide insights into customer experience. By capturing communications data, one can increase personalization by developing customer personas through outage enrollment demographics. In this session, KUBRA will discuss aspects of proactive and interactive messaging, customer preferences, and targeted segmentation to drive effective outage communications and deliver better customer experiences.
What can be learned by matching outbound messages to subsequent responses
Leverage customer segmentation to fine-tune your outage communications with key messaging
Develop effective communications strategies through data mining
Todd Clement, Senior Product Manager, Notifi & KUBRA IQ, KUBRA
Todd has been with KUBRA for 7 years and is currently serving as a Senior Product Manager for the Notifi and IQ products. In this role Todd serves as the “glue” between customers, engineers, marketing, sales, and the support teams. He strives to constantly deliver value to our customers and elevate our engineering. Prior to joining KUBRA Todd was at Arizona State University where he was a Senior Developer and Manager of Information Services for the W. P. Carey School of Business. He also taught as a Faculty Associate for the Ira A. Fulton School of Engineering. Todd has over 20 years of experience in all facets of software and information technology.
Greg Cahill, Principal Software Engineer, KUBRA
Greg brings over 30 years of software development experience, including 25 years in the utility space, to his current role in Customer Experience Transformation. He has been a key architect and implementer of KUBRA’s innovative customer communications platform, working closely with corporate communications teams across many utility clients.