Keynote Address - Smart Energy Consumer Collaborative€¦ · Keynote Address Tracie Boutte Vice...

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Keynote Address 10:45 a.m. 11:30 a.m.

Transcript of Keynote Address - Smart Energy Consumer Collaborative€¦ · Keynote Address Tracie Boutte Vice...

Page 1: Keynote Address - Smart Energy Consumer Collaborative€¦ · Keynote Address Tracie Boutte Vice President Customer Experience Entergy. Customer Engagement In A Disrupted Utilities

Keynote

Address10:45 a.m. – 11:30 a.m.

Page 2: Keynote Address - Smart Energy Consumer Collaborative€¦ · Keynote Address Tracie Boutte Vice President Customer Experience Entergy. Customer Engagement In A Disrupted Utilities

Keynote Address

Tracie BoutteVice President Customer Experience

Entergy

Page 3: Keynote Address - Smart Energy Consumer Collaborative€¦ · Keynote Address Tracie Boutte Vice President Customer Experience Entergy. Customer Engagement In A Disrupted Utilities

Customer Engagement In A

Disrupted Utilities Industry

SECC CONFERENCENew Orleans, LA

February 4, 2019

Page 4: Keynote Address - Smart Energy Consumer Collaborative€¦ · Keynote Address Tracie Boutte Vice President Customer Experience Entergy. Customer Engagement In A Disrupted Utilities

Entergy Scope of Operations

Entergy’s Businesses

• ~ $11 billion revenues

• More than 13,000 employees

Utility – A traditional regulated utility

• 5 electric utilities in 4 contiguous states

• 2.8 million utility customers

• 23,000 MW generating capacity

• 15,500 miles of transmission lines

Operations in two distinct business environments

Page 5: Keynote Address - Smart Energy Consumer Collaborative€¦ · Keynote Address Tracie Boutte Vice President Customer Experience Entergy. Customer Engagement In A Disrupted Utilities

In 2015, Entergy started a Journey…

“…to invest in creating better experiences for our customers and a deeper relationship with customers.”

Page 6: Keynote Address - Smart Energy Consumer Collaborative€¦ · Keynote Address Tracie Boutte Vice President Customer Experience Entergy. Customer Engagement In A Disrupted Utilities

• Customer experience required significant effort

• Entergy struggling to meet evolving customer expectations

• Online experience required significant improvement

• Utility Business Model - > “One Size Fits All”

• Regulated Utility Financial Model -> Invest Capital to Earn a Return

• Conservative culture with tendency to be risk averse

74%

77%

19M

7M(3.04

calls/customer)

325s 56%

46K

$11.55

70%

50%Cost per

Customer

Customer

Perception

Recent Experience

Satisfaction

Calls Outsourced(4 contact centers)

First Contract Resolution(no change since 2013)

Average Handle

Time

Calls Escalated

Agent Handled

Calls

IVR

Containment

Rate

Total Call Volume(8.3 calls/customer)

Entergy’s Customer Environment in 2015

Page 7: Keynote Address - Smart Energy Consumer Collaborative€¦ · Keynote Address Tracie Boutte Vice President Customer Experience Entergy. Customer Engagement In A Disrupted Utilities

Customer Care System (CCS)

Agent Care System (ACS)

Consumer

Agent Care System (ACS)

Service Initiation

Billing and Payment Questions

Service Requests

2007

Move in, Move out, Transfers

2009

Complex, fragmented, and unstable ecosystem

• Fragmented business processes require CCRs to translate customer requests into a series of transactions

• System reliability is fragile due to an outdated infrastructure

• ACS systems are standalone applications

• CCRs - no unified desktop with ready access to all customer data

• CCRs - forced to work in CCS to accomplish tasks

Entergy’s Agent Technology Environment

Page 8: Keynote Address - Smart Energy Consumer Collaborative€¦ · Keynote Address Tracie Boutte Vice President Customer Experience Entergy. Customer Engagement In A Disrupted Utilities

Leading the way in Customer Engagement in the Digital World

Non-Traditional, Instant Everything Sharing EconomyNot a Problem

Lightweight Living Everyday Magic Un-plugged, Plugged In

Page 9: Keynote Address - Smart Energy Consumer Collaborative€¦ · Keynote Address Tracie Boutte Vice President Customer Experience Entergy. Customer Engagement In A Disrupted Utilities

6 TRUTHS:UniversalCustomerNeeds

Drivers of Consumer Expectations of Service Providers

Convenience

Recognition

GuidanceTrust

Value

Easy to do business; low effort

Company knows me, appreciates me, rewards me

Inform me on using your service, tell me about relevant offerings, anticipate when I may need help

Belief thatpromises will be kept

Perceived valuefor price paid

ConsistentReliable product;

reliable service

Page 10: Keynote Address - Smart Energy Consumer Collaborative€¦ · Keynote Address Tracie Boutte Vice President Customer Experience Entergy. Customer Engagement In A Disrupted Utilities

Entergy’s Vision

Strong customer engagement developed through proactive marketing enhanced by a 360 degree view within the new digital experience.

Page 11: Keynote Address - Smart Energy Consumer Collaborative€¦ · Keynote Address Tracie Boutte Vice President Customer Experience Entergy. Customer Engagement In A Disrupted Utilities

Entergy’s Vision – The Customer Digital Roadmap

1) Serve customers through the channel of their choice, while capturing a consolidated 360 degree view of customer interactions with Entergy across all channels

2) Capture business value by creating operational cost savings1) Call volume reduction

2) Agent productivity increase

3) Increase in customer adoption of self-service channels

3) Reduce operational risk by replacing and/or upgrading legacy infrastructure

4) Prepare for the future by investing in open architecture and compatible platforms that create future flexibility for technology and/or operational expansion

5) Revise processes that hinder achieving these objectives.

Page 12: Keynote Address - Smart Energy Consumer Collaborative€¦ · Keynote Address Tracie Boutte Vice President Customer Experience Entergy. Customer Engagement In A Disrupted Utilities

2012

2015

2018

Macro Segments

Macro 1 - Opportunity to Engage

Macro 2 - Customer Service Challenge

Micro Segments

Secure Traditionalists

Up & Coming Families

Thrifty Renters

OverextendedOld Fashioned

Service Seekers

Financially Desperate

Financially Stressed

Channel (Digital) Segmentation –Research Based

Customer Segmentation – Statistical Modeling

(behavior, transactions, demographics)

Journey Segments Model/Propensity

Modeling

Target Marketing Journey

Page 13: Keynote Address - Smart Energy Consumer Collaborative€¦ · Keynote Address Tracie Boutte Vice President Customer Experience Entergy. Customer Engagement In A Disrupted Utilities

From Product Marketing to Personalized Customer Engagement

2012-2015 - Product FocusedConsistent Look/FeelLimited TargetingEarly stages of customer engagement goal

2016-2019 – Engagement FocusedHighly targetedEngagement tactics: monthly newsletter, blog (millennials), season campaigns, evergreen campaigns

• Welcome Series• Recurring Behavioral

Emails• eNewsletter – Circuit• Circuit Blog

Page 14: Keynote Address - Smart Energy Consumer Collaborative€¦ · Keynote Address Tracie Boutte Vice President Customer Experience Entergy. Customer Engagement In A Disrupted Utilities

Benefits of Customer Engagement

42.5%

44.4%43.9%

44.4%

45.6%46.3%

47.5%46.6%

47.2%

49.6%

48.5%48.8%

42%

43%

44%

45%

46%

47%

48%

49%

50%

Q12015

Q22015

Q32015

Q42015

Q12016

Q22016

Q32016

Q42016

Q12017

Q22017

Q32017

Q42017

% Self-Service57.5%

55.6%56.1%

55.6%

54.4%53.7%

52.5%

53.4%52.8%

50.4%

51.5%51.2%

50%

51%

52%

53%

54%

55%

56%

57%

58%

% Agent Handled/Non Self-Service

Page 15: Keynote Address - Smart Energy Consumer Collaborative€¦ · Keynote Address Tracie Boutte Vice President Customer Experience Entergy. Customer Engagement In A Disrupted Utilities

Behavior

Transactions

VOC

Demographics

Product Adoptions

Messages

360⁰ Degree Customer View

Entergy’s Vision – A Transformational Digital Experience

Omni-Channel Cloud App Platform

Page 16: Keynote Address - Smart Energy Consumer Collaborative€¦ · Keynote Address Tracie Boutte Vice President Customer Experience Entergy. Customer Engagement In A Disrupted Utilities

Customer Digital Components

OPERATING

MODEL

Command Center | Vendor

Management | Business

Process Outsourcing

TRANSFORMATION

WWW.

Paperless | Digital | Contact

Center | Value Realization |

Data Discovery | Channel

Strategy | Digital Collaboration

TECHNOLOGY

Salesforce | Telephony

Technologies | Analytics

$ Value

Value is derived only from an

integrated program that

transform people, processes, and

technology.

Page 17: Keynote Address - Smart Energy Consumer Collaborative€¦ · Keynote Address Tracie Boutte Vice President Customer Experience Entergy. Customer Engagement In A Disrupted Utilities

…we are making a lot of progress - new AMI based Customer Mobile Responsive Portal – coming soon

Manage Usage

s

Page 18: Keynote Address - Smart Energy Consumer Collaborative€¦ · Keynote Address Tracie Boutte Vice President Customer Experience Entergy. Customer Engagement In A Disrupted Utilities

“You do what you can for as long as you

can, and when you finally can't, you do the

next best thing. You back up but you don't

give up.”

Chuck Yeager

The Journey Continues: Digital 2019