Customer analytics often gets trapped in reporting metrics without driving action—“reporting the weather” instead of “mobilizing for the storm.” For utilities like Tucson Electric Power (TEP), the stakes are high: winning customer trust is critical in the face of rate cases, transmission buildouts, and municipalization threats.

This session explores how TEP is moving beyond traditional satisfaction scores and channel metrics to focus on what truly matters to customers—affordability and reliability. You'll learn how TEP built a customer advocacy strategy powered by data, including a real-time dashboard, cross-functional engagement plan, and executive buy-in.

Attendees will leave with actionable insights to transform their own customer analytics programs into engines for trust, loyalty, and advocacy.

Takeaways:

• Build a compelling business case for shifting from satisfaction to advocacy using customer data.
• Design a purpose-built customer analytics dashboard that connects strategy to action.
• Avoid common pitfalls by learning from TEP’s implementation journey and lessons learned.
• Operationalize customer engagement through a structured plan that fosters loyalty and supports strategic initiatives.