Our vision is that customers will be able to interact with us the way that they want to interact with us.

Gregory Knight

Chief Customer Officer and Senior VP, CenterPoint Energy

Overview

Create richer, more engaging customer experiences across all channels. By deriving insights based on existing and new information from metering, outage, customer and billing systems, energy devices, third-party data sources, social media and call center interactions, utilities can:

  • become more customer-centric
  • develop differentiated customer strategies
  • offer customer-specific products, programs and services that can drive increased market share and increase regulatory compliance.

By engaging your customers in highly personalized ways, you can create and deliver the right offers through the right channels at the right time to increase customer satisfaction and revenue.

How it works

Engage customers in more meaningful, profitable ways. By using a rich portfolio of IBM software, hardware and services, you can collect and analyze customer data - from your enterprise, meters and social channels - to develop detailed customer profiles. This information can be used to create personalized experiences at virtually every customer touchpoint. Then leverage predictive analytics to deliver more targeted campaigns.

How you benefit

Implementing this solution helps increase customer satisfaction and loyalty through a more interactive experience and deepened personalized customer relationships. You can improve operational efficiency of call center and marketing in retail markets, and empower customers to actively manage energy use and use self-service, enabling savings in call center overhead costs. Additionally, revenue can be increased by developing new services for customers (demand response, energy efficiency, DER, etc.)

Additional resources

Whitepaper

The digital customer

Engage customers as individuals

Take a look at how utility companies are redefining their customer interactions to understand their customers more deeply than ever before.

Solution Brief

Customer experience and engagement solution

Where data informs experience and experience transcends channel

Engage customers in more meaningful and profitable ways. By engaging your customers in richer, highly personalized ways across all channels, you can increase customer satisfaction, program participation and revenue.

Infographic

Engaging customers as individuals

Why utilities must engage customers as individuals

As customers' expectations and options continue to grow, utilities must create a personal connection with each individual they serve to enable satisfaction, loyalty and even collaboration.

Customer experience and engagement

Engage customers as individuals

Increase customer satisfaction and reduce costs by engaging your customers in personalized ways on the channels they prefer.

Video

IBM Watson

How it works

Learn how IBM Watson works and has similar thought processes to a human. 

Video

IBM Insights Foundation for Energy

To unlock the value hidden in data, energy and utility companies are turning to advanced analytics to turn business challenges into opportunities.

Meet our energy and utilities experts

Mebs Rehemtulla

Mebs Rehemtulla

Senior Offering Manager, Customer Engagement - Energy and Utilities

Vickie Dorris

Vickie Dorris

Global Cognitive Solutions Leader, Energy and Utilities Industry

Meet our energy and utilities experts

Mebs Rehemtulla

Mebs Rehemtulla

Senior Offering Manager, Customer Engagement - Energy and Utilities

Vickie Dorris

Vickie Dorris

Global Cognitive Solutions Leader, Energy and Utilities Industry

Meet our energy and utilities experts

Mebs Rehemtulla

Mebs Rehemtulla

Senior Offering Manager, Customer Engagement - Energy and Utilities

Vickie Dorris

Vickie Dorris

Global Cognitive Solutions Leader, Energy and Utilities Industry

Would you like to speak with an IBM Energy and Utilities expert?

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