New Case Study: AEP Drives Digital Engagement with Customer Intelligence
Learn how American Electric Power utilized data-driven customer insights to surpass digital engagement benchmarks by 30%.
We’re excited to publish a brand new case study showcasing our work with American Electric Power, a large utility with operating companies throughout the American midwest and south. AEP’s Customer Experience Team launched a new web-based digital assistant in spring 2021 called AEPril (yes, we see what they did there). To give AEPril a strong launch, they wanted to drive as many customers as possible to use the digital assistant – especially those who were currently engaged with programs that require more customer assistance.
BlastPoint worked with the AEP CX Team to create AI-powered customer segments customized to the digital assistant launch. Specifically, BlastPoint’s proprietary technology found customers who were most likely to engage with AEPril across several operating companies. Based on these data-driven insights, the CX Team was able to:
- Identify Facebook as the best channel for engagement
- Guide creative strategy based on demographic and behavioral insights
- Make smart AI-assisted media buys to target the right customers with the right messaging
As a result, the CX Team watched engagement with digital assistant content go up and up! CTRs consistently surpassed customer services industry benchmarks during the launch – even up to 30%.
Want to learn more about how we did it? Visit our webinars page to hear BlastPoint CTO & Co-Founder Tomer Borenstein talk with AEP’s Senior Marketing Leader Kellie Rhodebeck about this project, and download the full case study.
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Visit our case studies page to see more results we’ve helped companies achieve, and get in touch with our team to talk about how customer intelligence can help your team boost engagement and improve customer experience.
