Con Edison Models Customer Data from Multiple Systems to Improve Operational Efficiency

Date: Wednesday, November 2nd Time: 2 – 3 PM ET **Insight Center members can easily register for this webinar at no additional cost after logging in. If you’re interested in an Insight Center membership, connect with us here to get started.** ___________________________________________________________________________________ The Customer Data Analytics program at Con Edison harnesses the power of predictive analytics and machine learning to respond to each customer’s unique preferences and needs while improving operational efficiency and employee experience. The program brought together and modeled data from 14 previously disparate systems to create a holistic view of each customer, aggregating more than two years’ worth of data across key customer interaction channels. This data is now available to support ad-hoc customer analysis and use cases addressing topics such as contact center productivity and digital containment. Attend this webinar to learn how the program has helped Con Edison achieve significant operational efficiency improvements in performance management and training. Moderator:
  • Steve Waters, Senior Research Manager, Chartwell, Inc.
  • Mark Van Name, Program Manager – Customer Data and Analytics, Con Edison
award winner Con Edison Customer Data Analytics customer service award cx increased operational efficiency predictive analytics Silver Customer Service

Moderator & Speaker

Steve Waters
Director of Councils, Chartwell, Inc.
Mark Van Name
Program Manager – Customer Data and Analytics, Con Edison