Smart Customer Engagement using Social Media and Data Analytics being Applied to UK Water/Wastewater Industry and its applicability to other geographical markets.

Today’s customers demand best services & quick response, placing high importance on improved customer service. As social media is an easy & fast growing communication platform, it can be used for active customer participation in implementing effective & integrated customer service management strategy. This study showcases the use of social media data in identifying concerns of customers and manging them proactively. It focuses on combining insights from social media data such as user sentiments, keywords, trending topics, etc. with real time operational data gathered from smart assets, to provide well-informed, contextual & accurate responses to customers in near real time. The case studies that will be presented will include lessons learned from various UK water/wastewater companies and how utilities in North America and other parts of the globe can learn from how to use their customers as early identifiers of issues in their systems using Social Media and Data Analytics.