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CS Week 2015 insights

Experian Data Quality recently hit the road for CS Week in Charlotte, North Carolina. CS Week is the premier utility customer service conference for professionals at electric, gas, and water utilities. With more than 100 exhibitors, 60+ workshops, and three and a half days to network and connect with utility executives, CS Week is a great opportunity to immerse yourself in the utility ecosystem. 

Three topics we heard a lot about at CS Week included ways utilities were leveraging data, improving call center efficiency, and the critical need for fraud prevention.

Leveraging data: Utility companies are eager to leverage their data in new and innovative ways. Some projects we discussed with attendees included leveraging data to improve customer self-service initiatives, building visualization and reporting dashboards to provide business users with real-time insights, improving customer experience and engagement, and using data to increase efficiency of field workers. Data can improve every aspect of a utility’s business. 

Improving call center efficiency: Transforming call center efficiency can be a huge win for utility companies. Locating a service address within your footprint can be a major barrier for call center representatives due to mis-hearings or typos. Reduced call times will lead to huge operational savings and improved efficiency will lead to improved customer satisfaction. This is a win-win for utility companies.

Fraud prevention: Fraud is a massive challenge that utility companies face. We heard many of them are in need of assistance to protect against unusual account activity or attempted use of suspicious account application documents. From proactively identifying customers who are trying to sign up with a fake identity to stopping meter theft with real-time technology, utilities are getting smarter about preventing fraudulent behavior. 

It was great to spend time with some of the leading utility companies at CS Week 2015. The industry is beginning to understand that data is critical and can be leveraged to improve everything from customer satisfaction and engagement to recognizing and avoiding fraud. We look forward to seeing you all again at CS Week next year in Phoenix, Arizona! 

For more information about how Experian Data Quality can help your utility organization, check out our data matching solution or download our white paper, Getting to a better customer on-boarding experience

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