CS Week Conference 2023

West Monroe is a strategy, management, and digital services firm that partners with clients to deliver quantifiable financial value. We work in diverse, multidisciplinary teams to help utilities address industry issues across operations, technology, regulatory, and executive functions, including customer experience, grid modernization, cyber resiliency, decarbonization, electrification, distributed energy resources, telecommunications, and data and analytics.

West Monroe is a proud exhibitor and presenter at CS Week. On Thursday, May 4 be sure to attend West Monroe’s speaking session. Full session details below. 

Session title:

On a Quest for its Data Analytics Program

Session details:

Thursday, May 4 l 9:30AM-10:30AM

Session overview:

Con Edison’s Customer Data Analytics program harnesses predictive analytics and ML to respond to customer preferences/needs, while improving operational efficiency and EX. Its goals are clear: improve customer satisfaction, increase operational efficiency, empower the workforce via self-service, and develop industry-leading capabilities. Team members and end users knew the program was valuable - for the first time data was being aggregated for a 360° customer view and offered faster issue resolution and time freed to solve complex issues – but the challenge was translating potential into realized value via user adoption. To that end, the team implemented a “product mindset,” deploying features on an agile, prioritized basis. They integrated value and requirements discussions into each case. They developed a “value scorecard” to estimate quantitative and qualitative value. Finally, they garnered management support. The results? End users, having learned new skills and saving time, now use it instead of old, manual methods.

Session speakers: 

Nick Walker, Program Manager, Customer Analytics, Con Edison

Bridget Wandelt, Senior Manager, West Monroe