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Blog

BLOG: E-billing customer segments

Customers Change Over Time – And So Should Your Segmentation Models.

Posted on August 18, 2023 by Tricia Boomhower

2020 doesn’t seem that long ago, but a lot has changed since then. The pandemic, which hit the US in March 2020, brought about a lot of societal shifts that …

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Leveraging Customer Intelligence across departments: A utility showcase.

Utility Showcase: Three Ways to Leverage Customer Intelligence Data

Posted on May 15, 2023 by Tricia Boomhower

Our partner, a utility company serving roughly 500k customers across multiple states, faces many of the same challenges as others when it comes to their customers. Externally, their customers deal …

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BLOG: DATA SECURITY AND PERSONALIZATION

Balancing Personalization and Privacy: How Companies Can Use Data to Enhance Customer Experience Safely

Posted on March 31, 2023 by Tricia Boomhower

When it comes to data privacy, customers typically share three main concerns. Firstly, they want their data to be protected and not leaked to unauthorized parties. Secondly, they want companies …

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Optimize Your Collections Process with Data

Posted on March 14, 2023 by Tricia Boomhower

Collections payment data is particularly complex. Not only are there multiple steps, but there are multiple ways at each step for a customer to pay along the process. For example, …

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‘Messy’ Data? Don’t Worry! We’ve Seen Worse.

Posted on February 6, 2023 by Tricia Boomhower

Different organizations are at different stages in their data maturity journeys. Many organizations, especially those in highly regulated industries – such as utilities, banking, and health care providers – sit …

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Spotlight Series: Eugene Hamrick: Building a Data Analytics Practice

Spotlight Series: Building a Data Analytics Practice

Posted on December 8, 2022 by Tricia Boomhower

Rappahannock Electric Cooperative (REC) is not un-similar to other cooperatives throughout the country. As a member-owned utility, governed by an elected board of directors, resources can be highly restrictive. When …

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Blog: Using Data to Understand EV Demand Suppression

Using Data to Understand EV Demand Suppression

Posted on November 21, 2022 by Tricia Boomhower

Purchasing a battery electric vehicle (BEV) is a large commitment. The buy-in isn’t just mileage, how large the engine is, or what color the interior is. No, going electric involves …

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Blog: 5 Reasons to Measure CSAT Daily

Five Reasons to Measure CSAT Daily

Posted on October 27, 2022 by Tricia Boomhower

Measuring CSAT is difficult. For decades businesses have quantified phone surveys, online reviews, and snail-mail questionnaires that ask the same, similar question: “how would you rate your experience?”  Surveys like …

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Three essential datasets to analyze for CSAT measurement

Three Essential Datasets to Analyze for CSAT Measurement

Posted on October 7, 2022 by Tricia Boomhower

For utilities, CSAT scores can equate to profits. In a study conducted by Fettig/Whirlpool Fellow at Kelley, they found that for the average utility, a one-unit point increase on the …

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Predicting Future Delinquencies with Data

Posted on September 15, 2022 by Tricia Boomhower

Collection departments historically experience an ebb and flow throughout the year. Pre-pandemic, these departments could prepare for oncoming seasonal spikes – and typically that meant hiring third-party agencies to manage …

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