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 …
BlastPoint’s 2023 EV Adoption Outlook: Using AI to Understand EV Demand Across the US
Click here to download the full report, or read on for an overview of our findings. Sales data from Kelley Blue Book shows that 2022 represented a tipping point for …
Balancing Personalization and Privacy: How Companies Can Use Data to Enhance Customer Experience Safely
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 …
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, …
Questline Digital & BlastPoint Discuss Data Privacy and Personalization
Building relationships with energy utility customers beyond transactional messaging can be a challenge. This is where data and personalization can help. Customer data is a powerful force that can be …
Spotlight Series: Building a Data Analytics Practice
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 …
Using Data to Understand EV Demand Suppression
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 …
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 …
Three Essential Datasets to Analyze for CSAT Measurement
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 …