Customer Experience, Marzolla (Edison): “Serve conoscere i clienti e semplificare comunicazione di informazioni”
(Adnkronos) - “Le principali sfide le metterei su due piani: conoscere i clienti attraverso la loro ‘journey', dato che questi cambiano nei loro bisogni nel tempo. L’altra parola è la semplificazione: il mercato dell’energia è molto complicato e dar informazioni comprensibili al cliente è la principale sfida. Sono anni che investiamo nel dato e nel machine learning per conoscere il nostro consumatore, e abbiamo iniziato a sviluppare sistemi di intelligenza artificiale che ci permettano di andare incontro alle esigenze dei clienti."
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00:00 The main challenge of the Customer Experience is to get to know the customers through the data, their experience, their day-to-day life.
00:13 The customer changes, changes in needs. From the moment of acquisition, he doesn't have the same needs, maybe after 12 months of relationship with us.
00:20 The other important word is simplification. The energy market is very complicated.
00:25 To give the information to the customer in a simple way, how he is consuming, how much he is paying for his energy, is one of the main challenges to have a satisfaction for our customer.
00:35 We have been investing in data for years, we are investing in Machine Learning logic, because it allows us to know what our consumer is.
00:43 Not all are the same, they are interconnected, but each consumer has his own needs.
00:48 We have also started to develop artificial intelligence tools. I am talking about our consumption delivery system, which is called COCO,
00:57 Consume Less, Consume Better, which we launched last year.
01:00 Through artificial intelligence, it packages the bill, attributing the consumption and the cost.
01:06 Through an application that is in our MyEdison app, the customer can know how he is spending,
01:14 he can know how he can improve and optimize his consumption through advice, through what is his conscious consumption at home.