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How To Recognize Early-Stage Financial Stress in Utility Customers – And What To Do About It
The discussion will address:
How utilities can make better use of existing data to improve outcomes without major system or process changes.
How advanced technology, predictive AI, and behavioral...
Light Up Navajo: How the Navajo Tribal Utility Authority Partners with Utilities to Power the Navajo Nation
On this webinar, we’ll hear from NTUA about the program and its impact on residents, as well as learning from a handful of utilities that participate in the program about its impact on workers who ...
AI and Voice of the Customer: Turning Data Into Actionable Insight
Utilities collect enormous amounts of customer feedback through surveys, operational data, and digital interactions but turning that information into actionable insight remains a challenge.
This panel will explore how utilities are beginning to apply artificial intelligence to Voice of the Customer programs. Panelists will discuss practical use cases such as automating survey analysis, identifying emerging trends across large datasets, combining operational data with feedback insights, and improving how customer sentiment informs decision-making.
The conversation will focus on early lessons from utilities experimenting with AI-driven analytics and how these tools may help organizations develop a more complete, data-driven understanding of the customer experience.
Moderated by: Dennis Goodman, Senior Consultant, Chartwell, Inc.
Dennis Goodman is a seasoned customer experience leader and researcher with nearly 25 years of experience helping organizations understand customer needs and translate insights into action. He previously spent nine years at Salt River Project leading customer experience and market research efforts, where he partnered with senior leaders to implement insight-driven strategies and new service innovations, while also collaborating with external organizations to bring best practices across departments. Earlier in his career, he spent nearly a decade at J.D. Power, advising organizations across industries on improving customer satisfaction and loyalty.
