A Step Towards Normalcy Beyond COVID 19 Moratorium Lift
summary
A six-week program builds a Customer Analytic Record and a segmentation that uses ten engineered features to split the customer base into four segments, narrowing input fields from 264 → 117 → 68 data points. The team maps targeted treatments (payment plans, energy assistance, efficiency offers, digital incentives) to each segment and prescribes channel sequencing to reduce calls and arrears. Deliverable is an operational framework and roadmap for weekly customer 360 snapshots and future propensity-to-pay models; no broad performance lift is reported yet.
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chapters (10)
- 0:00Introduction
- 2:18Agenda
- 3:08Context
- 7:31Goal Statement
- 9:20Customer Outreach
- 16:24Key Data Points
- 17:37Canvas
- 18:59Treatment Packages
- 24:47Going Forward
- 29:19Outro
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