Customers Change Over Time – And So Should Your Segmentation Models.
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 …
Utility Showcase: Three Ways to Leverage Customer Intelligence Data
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 …
Optimize Your Collections Process with Data
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, …
Five Reasons to Measure CSAT Daily
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 …
Predicting Future Delinquencies with Data
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 …
Engage Income-Eligible Customers and Increase CAP Enrollment with Data
The Census Bureau reported that after the start of the pandemic over 37 million US citizens were living below the poverty line. Currently, according to NEADA, more than 20 million …
Utilizing AI to Keep CSAT Scores High During a Tough Summer Economy
CSAT scores are likely to take a hit this summer as utilities brace for hotter temperatures, droughts, and wild weather across the country. And, let’s not forget about inflation causing …
Map Customers’ Collections Journeys to Increase Satisfaction and Reduce Debt
As utilities move toward another collections season, the stakes are high to recoup outstanding debt while also optimizing the customer experience. Understanding distinct customer journeys through the collections process via …
Take the Guesswork Out of Customer Satisfaction Scores (CSAT) with Automated, Data-Driven Scoring
Every year since 1994, the American Customer Survey Index, or ACSI, has compiled customer satisfaction data and published benchmarks for major industries. Recently, they added 2021 data to their Benchmarks …
New Case Study: Duquesne Light Co. Utilizes BlastPoint to Increase Low Income Campaign Engagement
BlastPoint’s AI-powered customer intelligence helped DLC effectively engage lower-income customers in energy assistance campaigns and surpass industry benchmarks by as much as 670%. During the pandemic, it has been crucial …