Case Study: AEP Energy achieves unified, personalized customer experiences with Microsoft Power BI

AEP Energy - Customer Case Study

AEP Energy, a subsidiary of American Electric Power serving more than 460,000 residential, small business and commercial customers, faced fragmented customer data across CRM, ERP and third-party sources and needed to deliver more personalized experiences to win and retain customers. To address this, AEP Energy selected Microsoft Dynamics 365 Customer Insights as the foundation of its customer experience transformation, integrating it with existing systems and analytics including Microsoft Power BI.

Using Microsoft Power BI alongside Dynamics 365 Customer Insights, AEP Energy built unified 360-degree customer profiles and applied AI-driven segmentation and propensity models to identify high-potential prospects, upsell opportunities, and at-risk accounts. The solution enabled faster issue resolution for agents, shorter sales cycles for sellers, and more targeted marketing campaigns—leveraging insights across 460,000+ customers to improve personalization and drive higher customer satisfaction.

AEP Energy

Tim Noce

Product Owner and Manager, Customer Relationship Manager