Utilizing Predictive Technologies to Enhance the Customer Experience

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1 Utilizing Predictive Technologies to Enhance the Customer Experience

2 Utilizing Predictive Technologies to Enhance the Customer Experience May 24, 2017 CS Week 2017 Presentation, May 24, Page 2

3 Disclaimer This presentation is being provided for informational purposes only and does not purport to be comprehensive. Neither CenterPoint Energy, Inc., together with its subsidiaries and affiliates (the Company ), nor its employees or representatives, make any representation or warranty (express or implied) relating to this information. By reviewing this presentation, you agree that the Company will not have any liability related to this information or any omissions or misstatements contained herein. You are encouraged to perform your own independent evaluation and analysis. This presentation contains third party information, including information provided by the various sources identified on the respective slides. CenterPoint Energy, Inc. has not independently verified this information. You are encouraged to perform your own independent evaluation and analysis. CS Week 2017 Presentation, May 24, Page 3

4 CenterPoint Energy Corporate Information Headquartered in Houston, Texas 8,700 Employees Third largest combined electricity and natural gas delivery company in US ($21.8 Billion in Assets and $7.4 Billion in Revenue) 5.5 million plus customers 2.2 million electric customers 3.3 million gas customers Multiple Business Segments Electric Transmission & Distribution Natural Gas Distribution Competitive Natural Gas Sales & Services Call Center Information Six Call Centers Three Internal Houston, Minneapolis and Mankato Three 3 rd Party Charlotte, Duluth, and Tempe Call Center Agents Call Center Calls Per Year - 12,500,000 Calls Offered to Agents Per Year - 6,700,000 CS Week 2017 Presentation, May 24, Page 4

5 The Customer The empowered consumer has put pressure on the enterprise and its entire value chain. Social media explosion Individuals are more connected and empowered Mobile revolution Competition is coming from new and different areas Power of Analytics Operations and business models are being transformed Cloud Enablement CS Week 2017 Presentation, May 24, Page 5

6 Today, Customers Choose Their Journeys Browses options available Check product details cart the item and abandons Communities across the country Happy to answer any questions Here is a special offer at 20% off Customer likes a narrative about the use of the product Check in with mobile app and pick up in store. Push would you like a maintenance contract at 10% off. Tips for improving health and safety CS Week 2017 Presentation, May 24, Page 6

7 Shifting Our Thinking In order to realize this shift in perspective, CenterPoint needed to: (1) Centralize customer information and tools (2) Closely manage customer interactions and look for opportunities to add additional value (3) Create information transparency so that all groups and systems see the same customer information (4) Empower agents to proactively promote marketing offers (5) Provide a more streamlined interface for marketing to create and manage campaigns (6) Provide a powerful segmentation tool that enables marketing to leverage and combine multiple pieces of information to define target campaign lists (7) Enables the sales organization to track leads and opportunities and manage activity through CRM opportunity management system IVR Agent/Call Center Counter CS Week 2017 Presentation, May 24, Page 7

8 CenterPoint s Customer-Driven Strategy Addressing the needs of a customer on their first contact is the most important factor in a superior service experience. Accomplishments: Expanded self-service functions, Mobile friendly, Natural language IVR, PAS, and Channel consistency Value My Time Consumers Value My Money Consumers are not just looking for the lowest cost but the best value in their customer interactions. Accomplishments: Expanded payment options, Money-saving rebate programs, My Energy Analyzer, Home Service Plus, Low natural gas prices, and CIP Value Me Consumers feel entitled to good service and want to feel like a valued customer. Accomplishments: Achieving high customer satisfaction ratings in both gas and electric, and First quartile finishes in J.D. Power in South, Midwest. Value My Preferences Demand is growing for multichannel customer care that combines agent-assisted service with automation and self-service options. Exceptional Customer Experience CS Week 2017 Presentation, May 24, Page 8

9 Leading Indicators Drive Satisfaction Customer satisfaction is contingent upon our ability to flawlessly deliver on our promises, proactively share what we know when we know it and ensure a low-effort customer experience. Leading Indicators of Customer Satisfaction, Engagement, Trust and Advocacy Field Operations: Average service order lead times % of on-time appointments % of first-visit completions Emergency response times Reliability (SAIDI, SAIFI, CAIDI, MAIFI) Customer Operations: Contact Center average Speed to Answer (ASA) First contact resolution Number of product/service attachments per customer Number of proactive touchpoints per customer (PAS adoption, order notifications) Social media participation (likes/follows/shares) Billing accuracy Average invoice amount Dunning / Collections activity Customer effort score CS Week 2017 Presentation, May 24, Page 9

10 CenterPoint s Customer Objective The ability to deliver a single brand that accounts for our overlapping customer base, our service offerings, and the choice of channels our customers prefer to use, so CenterPoint can deliver consistent and exceptional customer Understanding customers requires seeing their entire journey and connecting the dots. The focus on the endto-end customer experience is a must. CS Week 2017 Presentation, May 24, Page 10

11 Data Matters For Data Access, Speed, and Availability are critical to outstanding customer experience Matters A single place to answer what is happening and why Link quantitative and qualitative understanding Pivot between segment level and individual views Understand activity across channels to actually understand the customer journey experience Descriptive discover, report, analyze Predictive predict, decide, act Cognitive understand, reason, learn CS Week 2017 Presentation, May 24, Page 11

12 CenterPoint Solution CenterPoint developed customer and analytics solutions to deliver integrated, real-time information, offers and experiences to all channels that self-optimize. real-time interaction management Omni-Channels Collect Analyze Interact segments offers attribution optimization Campaign outbound campaign management CS Week 2017 Presentation, May 24, Page 12

13 Data Driven Customer Engagement Channels Proactive Channel Proactively Providing or Sending Customers Personlized Communications Based upon Their Preferences Self-Service Channel Proactively Providing Customers Personlized Information When They Access a Mobile Device or Utilize the IVR Assisted/Agent Channel Proactively Providing Call Center Agents with Information to Resolve the Customer s Reason for Call and Optimizing the Experience Multi-Channel Availability for Customers Same Source of Information More Effectively Manage Resources and Operations 360 Degree View of the Customer CS Week 2017 Presentation, May 24, Page 13

14 Power Alert Service Proactive outage notification a big hit 90% customer satisfaction rating 26% of eligible base (500K+) enrolled 93% call deflection rate 8+ million messages delivered 2.4 million blast messages delivered 15 message types CS Week 2017 Presentation, May 24, Page 14

15 My Account - Summary Providing Customers with relevant, personalized account information that presents a single view of the customer s relationship with CNP and the ability to transact with CenterPoint 24/7 CS Week 2017 Presentation, May 24, Page 15

16 Proactive Communications - Enabling Gas Notifications Preference Center provides ability for existing gas customers to enable communications Notifications available by and text message Functionality to support multiple channels and contacts Agent enrollment via guided process for order creation and status calls Inline enrollment in existing selfservice transactions (Web/IVR) Sign-up to receive service order updates. CS Week 2017 Presentation, May 24, Page 16

17 Proactive Communications - Enabling HSP Notifications HSP confirmations and reminders currently established by MAO appointment scheduling Preference Center enhances customer ability to manage communications Notifications available by and text message Functionality to support multiple channels and contacts A confirmation has been sent to joe@hotmail.com How would you like to receive appointment reminders and status updates? Ability for agent enrollment during appointment scheduling CS Week 2017 Presentation, May 24, Page 17

18 CenterPoint Telephony and IVR Experiences CNP introduced a common telephony infrastructure across all contact centers. This enables cross-site routing needed to achieve the Universal Contact Center model currently in place. Enhanced reporting on agent performance and customer transactions provide insights on how to affect a better experience. Natural language IVR gives customers a better, personalized self-service experience and faster access to transactions. The voice of the IVR was carefully vetted to match the persona of CNP. Over 40,000 verbal cues were analyzed to build our IVR UI! CS Week 2017 Presentation, May 24, Page 18

19 Predicting Caller Intent Analytics captures and delivers information to the Agent s screen providing them with valuable information about the customer Missing Customer Information and Cell Number Electric Meter Off IVR Intent: Payment by Phone, Already Authenticated. Spanish IVR Intent Not Authenticated. English Account has pending/open cases Eligible HSP candidate IVR Intent: Outage General, Already Authenticated. English Schedule Tune-up CS Week 2017 Presentation, May 24, Page 19

20 Agent Promotions: Right Offer Right Time Analytics captures and delivers customer specific products and services information providing customer intelligence to agents in a single repository for enrolled services, eligible services and opportunities CS Week 2017 Presentation, May 24, Page 20

21 Customer Operations Highlights Power Alert Service Highlights 626K+ customers enrolled 94% call deflection rate 91% CSAT rating HSP Sales Revenue and Operating Income Total 2016 IVR Containment IVR Containment Average Agent Headcount 40.00% 30.00% 23.60% 33.90% 52% 6.54 MM Calls 103% Increase 38% Decrease 20.00% 10.00% 0.00% 2.30% 6.90% Revenue Increase Operating Income Increase CS Week 2017 Presentation, May 24, Page 21

22 Customer and Industry Recognition CNP South (Residential Gas) Residential Customer Champion 2016 Most Trusted Brand designation CNP Midwest (Residential Gas) Residential Customer Champion 2016 Utility Environmental Champion: Residential CNP - Texas (TX TDSP) #1 in Customer & Field Service and Product Design Features #2 in Engaged Customer Relationship #1 Engaged Customer Relationship, Operational Satisfaction, Brand Trust, and Product Experience 2017 Ranked #2 nationally among investor owned gas utilities. Ranked in top 3 in each of last 8 years. CS Week 2017 Presentation, May 24, Page 22

23 Focus on Data, Analytics and the Customer Personalization enhances the overall customer experience. Analytics delivers competitive advantage by personalizing interactions to the individual across all channels. CS Week 2017 Presentation, May 24, Page 23

24 Key Focus Area Customer Visibility Visibility and analysis of multi-channel multi-step journeys produce insights to create strategies for better overall relationships with customers. CS Week 2017 Presentation, May 24, Page 24 Keep customers engaged and progressing through key experiences and milestones to improve loyalty or satisfaction Redesign business processes that have struggle or durations that interfere with customer development

25 Key Focus Area Customer Relationship Management Strategies Align a business development focus across the company, delivering a more comprehensive and targeted set of solutions that will provide value to our C&I customers and shareholders. Communication and Relationships Value Based Profile Design Think Workshop - Customer Contact Data and Analytics Relationship meetings with Top 100 high valued customers Customer Symposiums Roundtables Superior Customer Experience National Accounts Definition and Go Forward plan C&I Call Center Group Improved new customer onboarding process Service initiation process Load Retention / Program Adoption Proactive promotion of C&I programs Opportunity identification from VBP meetings, symposiums, roundtables Disruptive Technology Response Enhanced Reliability Solutions Team participation Internal Power Alert process development Emerging threat identification Power quality seminars Customer solution development CS Week 2017 Presentation, May 24, Page 25

26 Next Steps Customer Engagement Initiatives WEB IVR/CTI Business Intelligence/ Predictive Analytics MARKETING SERVICE SAP CRM/ECC SALES connect. share. engage. CS Week 2017 Presentation, May 24, Page 26

27 Questions and Answers CS Week 2017 Presentation, May 24, Page 27

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