Utility Insights Webinar:

How to Navigate the Changing Utility Customer Experience

Thursday, September 28, 2017

Sponsored by:

Thank you to our sponsor:

Technology Driving

Change to Customer

Experience

77%35%

5 hours/day

2 billion1.3 billion

17%

Energy Central’s “The Changing Customer Experience“

Delta SondermanManager, New Product Development

4

Duke Energy | Innovation Management

Duke Energy

5

• 7.4 million electric customers• 1.5 million gas customers• Seven service areas• 150 years of service• Facing challenges opportunities

• Increasing customer expectations• Higher operational costs• Need for new revenue streams• Industry becoming competitive

Duke Energy | Innovation Management

Changing the Customer Experience

Begin and end with the customer Leveraged customer empathy Define the customer problems Brainstorm solutions Test, evaluate and prioritize the most valuable

6

Duke Energy | Innovation Management7

Current State Analysis

One Size Fits All Volume Driven Customer Services

Traditional One-Way Communication

Shifting the Customer Experience Mindset

Customer Feedback Choice/Options Flexibility Convenience Easy to do business Added values services

Desired Customer Experience

Competitive Scan

Duke Energy | Innovation Management8

Current State Analysis

One Size Fits All Volume Driven Customer Services

Traditional One-Way Communication

Shifting the Customer Experience Mindset

New Customer Experience

Customer Options and Flexibility

Multiple Communications

Channels

Duke

Customers

Proactive Communications

Strategy

Duke Energy | Innovation Management

Building Blocks

• Revenue Services• Customer Contact

Center• Distribution, Delivery Ops • IT and Operational Costs

Cost Benefit Analysis

• Technology enablement• Two way

communications• Asset utilization• Data for decisioning

AMI Meter Deployment

• Customer panels• Customer surveys• Competitive scans• CSAT impacts• Enriched experiences

Customer Experience

Gathered customer feedback through surveys and panels Brainstormed offer opportunities based on customer interactions Balanced customer value with utility benefits Identified initial product offers – Outage, Billing and Payment Coordinated with AMI capabilities

9

Duke Energy | Innovation Management

Available \ Implementation Future Products & Services

Pick Your Own Due Date High Bill Alerts Proactive Communications Prepaid Advantage – Pilot Usage Alerts

Payment Confirmations Smart Meter Usage Mobile

App - Pilot Customer Preference Center

Gateway Engagement App Orchestrated Energy Data Analytics Diagnostics

• Offer availability tied to AMI installations• Deployment continues through 2021 across the service areas• On-going offer enhancements and new designs

• Incorporating customer feedback into offers• Implementing product improvements• Capitalizing on inherent data analysis and technology

Shifting in the Customer Experience Mindset

10

Duke Energy | Innovation Management

Outage Notification• Not perfect on day one• Constantly improving the customer experience• Customers noticing the cause codes

Prepaid Advantage• Customers “love it or leave it”• Reaching detached customer segments• Seeing the EE potential

Usage Alerts

• Over 500k customers enrolled• Residential and Small Business• 95% positive customer feedback• Received media coverage

Pick Your Own Due Date

• Great start service value add• Not all selecting 15th and 30th

• Manageable distribution of dates• High customer satisfaction

Fascinating Customer Learnings

Delta Sondermandelta.sonderman@duke-energy.com

Georgia PowerSocial Media Strategy

Emerson CunninghamSenior Social Media Analyst

E-Business

Where Our Customers Are Going To Be

• Online Customer Care• Chat• Social Media

Social Media Strategy

• The Customer Service Social Media Center’s shall support our social audience, for our customers and the public by providing the most accurate and up-to-date information, options, resources, and direction.

• Our focus surrounds building a caring online social community through consistent engagement.

• We are one voice, the voice of Georgia Power and our messaging reflects our pride by protecting the brand in all social environments.

OperationsBlue-Sky hours• Monday through Friday | 7:00 a.m. – 7:00 p.m.

• Two dedicated responders

Gray-Sky hours • Any hours outside of our Blue-Sky hours where storm activity has caused 10,000 or more outages,

extended restoration times, or micro-storm activity which produces heavy social media traffic.

• Gray-sky hours could also include any other business-related event that drives significant social media activity, or where our brand could be jeopardized for failure to engage (i.e. nuclear, hydro, threat of public safety, etc.).

Gray-Sky hours’ coverage:• On-Call Social Media responder

• Members of the e-Business Team

• Online Support Team (OST)

• Previously developed, available individuals for various areas of the business

• Social media pipeline (2018)

Twitter

• The Customer Service Social Media Team actively monitors Twitter for mentions of the @GeorgiaPower handle for customer service related inquiries, community involvement content, and general comments. Twitter remains to be our most interactive social platform to date.

• Hashtags for certain events or topics are monitored in Twitter as they occur. Oftentimes, comments with hashtags do not mention us by handle.

Facebook

• The Customer Service Social Media Team monitors the Georgia Power Facebook page for replies to our proactive content, mentions, and direct posts to our page that are customer service related inquiries, community involvement content, and general comments. Currently, Facebook is our second largest interactive platform next to Twitter.

• In June 2017, the Georgia Power Facebook page was opened to direct posts. Customers can now post a message directly to our page.

• Prior to this change, the only way our followers could comment on our page was by replying to our posts. During this time, we received replies to our content that may or may not have been relevant to our original post. With the new ability to post directly to our page, this practice may continue by our users, or it may go away. Nonetheless, this is the historical reasoning behind most neutral and or negatively sentimented comments on Facebook.

Instagram

• Customer service monitors Instagram for the same content as all other platforms, customer service related inquiries, community involvement content, and general comments about our brand. However, our engagement audience is not very active currently. Certain campaigns, such as the Linemen Appreciation, typically drive the engagement rate on Instagram.

Stats

• Customers want as much individual attention as possible

• Sometimes it may be necessary to proactively communicate by tweeting out information publicly

• Create partnerships with local media, they will usually retweet ETRs and updates

• If you don’t have answers right now, just say so. Most, not all will understand

Thank you!

Emerson CunninghamSenior Social Media Analyst

CUSTOMER EXPERIENCE

24

TEXAS ELECTRIC MARKET OVERVIEW

26Oncor

MY ONCOR ALERTS

26

MY ONCOR ALERTS: PROACTIVE COMMUNICATIONS

• Better use of AMI/OMS data; enhance customer communications; drive a new standard for the industry by sending proactive messages (requested by our CEO)

The Motivation

• Create a platform that uses OMS and AMS data to create proactive outage notifications

The Project

• Target enrollment of 500,000 by EOY 2017; Offer alerts via text, voice, email for residential and commercial customers

Goals

HOW IT WORKS

OMS

AMS

Low Confidence Message

High Confidence Message

Database:Do they agree?

PROJECT COORDINATION

29

Customer Experience

• Provides strategic vision, customer feedback and insights

• Stakeholder ownership; Stays engaged in project implementation and daily management

• Monitors usage

IT

• Provides the infrastructure for communications

• Dedicated team specific for Customer Experience initiatives

• Truly a partner in implementing and managing projects

Operations

• Provides the information to be communicated

• Facilitates interfaces with information

• Provides training to crews on how to provide information

Communications

• Provides support in advertising and marketing for initiatives

• Provides key messaging for templates and social media

Customer Outage

Experience Council

LESSONS LEARNED DRIVES FUTURE PLANS

Lessons Learned:• Long term internal commitments across departments

is critical to success• If you build it, it better work• Customers often assume they are communicating

with a live person• In a storm situation, text alerts significantly drive up

customer satisfaction• In storms, the number of messages per customer

can become annoying (as events roll up under larger events)

FUTURE PLANS

Phase 2 Project: • Adding meter ping validations to enhance accuracy• Enhance speed of communications• Create a platform for tailored messaging

• Residential vs. commercial• Set business rules based on customer type• Implement text/SMS survey as part of the

restoration notification• Update the sign up process

JOIN THE CONVERSATION

linkedin.com/company/oncor-electricdelivery

flickr.com/oncor

youtube.com/oncor

facebook.com/oncor

twitter.com/oncor

plus.google.com/+oncor

instagram.com/oncordelivers

Amanda TownsendDirector, Customer Service & Solutionsatown@oncor.com

214.930.0321

Round Table Discussion:Enter your questions into the chat interface on your screen.

webcastquestions@energycentral.com

Sponsored by:

Amanda TownsendDirector of Customer

Service & Solutions, Oncor

Delta SondermanNew Product Development

Manager, Duke Energy

Emerson Cunningham, Senior Social Media Analyst,

Georgia Power Company

Ashley NichollsExecutive Director of

Strategy, Principal, KSV

Round Table Moderator:Jennifer Espelien

Energy Central

Thank you!