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Because of COVID-19 you have a broader base of vulnerable customers, but have you adjusted your marketing strategy to address this change? How are you tailoring bundles of your offerings for specific subsets of customers based on their current needs and opportunities? Join this exchange to learn how other utilities are answering these questions and to connect with your utility marketing peers.

Potential topics include:

• How utilities are adjusting their residential marketing strategy due to COVID-19
• How utilities are segmenting their residential customers affected by the pandemic to offer relevant programs, products, and services
• What market research tells us about customer preferences and opinions during COVID-19
• How to better reach customers during COVID-19

Through E Source exchanges, you can build a topic-specific network of utility professionals who can help you solve challenges and find solutions. We encourage you to ask questions and share your experience during the calls.

Speaker:

Jessica Bailis, Associate Solution Director, Sales Support and Engagement, E Source

Questions about this event? Email us.

NOTE: This event has already taken place. See below for event description, and link to download the presentation slides.

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Equality means treating everyone the same. Equity means treating everyone based on their unique conditions and circumstances. Traditionally, utilities have served all customers equally, which means all customers get access to the same energy- and money-saving programs and resources. But utilities haven’t served them all equitably. Some subsets of customers are still struggling to pay their bills and don’t know programs exist or don’t have time to enroll. To serve these customers equitably, utilities need to consider their circumstances and conditions—such as having a low income and a drafty home—and work on ways to adjust programs and services to fit their needs. You need to be creative and partner with vulnerable communities, local governments, environmental groups, regulators, housing authorities, and other resources.

Potential topics include:

• The steps some utilities are taking to improve energy equity through programs and commitments
• The nuances of those utilities’ programs and communications efforts

Through E Source exchanges, you can build a topic-specific network of utility professionals who can help you solve challenges and find solutions. We encourage you to ask questions and share your experience during the calls. We don’t regularly publish notes from these conversations, as the value of these events comes from your participation in a closed-door, interactive dialogue with your peers.

Moderator:

Jessica Bailis, Associate Solution Director, Sales Support and Engagement, E Source

Questions about this event? Email us.

NOTE: This event has already taken place. See below for recording, event description, and link to download the presentation slides.

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Time-differentiated and dynamic pricing strategies for electricity consumers have had a bumpy history, but because of the rapid expansion of renewables, along with electrification and demand-response programs, we need to move much more quickly to develop innovative rates and energy prices. The disconnect between price signals and marginal costs has complicated efforts to manage the grid and system peaks, and the duck curve continues to grow. We also know that many consumers don’t want to deal with complex pricing schemes, so it’s important to segment your customers to find those who can be flexible. There are more smart meters and technologies available to help customers manage their energy use than ever before, so how can we greatly boost pricing success in the next decade?

Join us to hear two national experts talk about electricity pricing in the context of beneficial electrification and carbon reduction.

Ahmad Faruqui of the Brattle Group and Bill LeBlanc of E Source will have a lively discussion around pricing options such as time-of-use, demand-based, and dynamic pricing. In addition, they’ll explain what strategies have been implemented, where we see pricing needing to change, and how to design pricing options that customers actually understand and want.

Speakers:

Ahmad Faruqui, Principal, The Brattle Group

Bill LeBlanc, Chief Instigation Agent, E Source

Questions about this event? Email us.

NOTE: This event has already taken place. See below for recording, event description, and link to download the presentation slides.

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The ongoing COVID-19 pandemic is transforming the way water utilities are engaging with customers, especially around credit and collections, payment arrangements, communications, and customer service. But with each of these challenges comes new opportunities. During this web conference, we’ll highlight our syndicated research and advisory services designed to ensure your success in these critical areas.

You’ll learn how E Source can help you:

• Engage employees during and after COVID-19​
• Optimize your customer service​ efforts
• Get maximum value from your investment in advanced metering infrastructure (AMI)
• Deliver a top-notch customer experience​
• Enhance your communications​ strategy
• Improve your website​

Speaker:

Aleana Reeves, Vice President, Sales Support and Engagement, E Source

Questions about this event? Email us.

NOTE: This event has already taken place. See below for recording, event description, and link to download the presentation slides.

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Low-income demand-side management (DSM) programs are reopening across the US and Canada, but what will this look like? Join us to explore how utilities are modifying their low-income DSM programs to expand eligibility, bolster outreach, and provide low- and no-contact offerings in the wake of COVID-19 shutdowns.

You’ll learn:

• How some utilities have expanded eligibility requirements
• What precautions utilities are taking with trade allies and customers during thie reopening phase
• Steps utilities are taking to limit contact with customers via virtual DSM and other strategies
• New messaging strategies to reach low-income customers

Through E Source exchanges, you can tap into a network of utility professionals who can help you solve challenges and find solutions. We encourage you to have you video on during these calls, ask questions, and share your experiences.

Moderator:

Kate Merson, Senior Director, Customer Energy Solutions, E Source

For more information about this event, please email us or call 1-800-ESOURCE (1-800-376-8723).

NOTE: This event has already taken place. See below for recording, event description, and link to download the presentation slides.

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Utilities primarily administer residential demand-response (DR) programs in the summer, but we’re seeing an increased interest in strategies for reducing winter peaks. During this exchange, we’ll hear from utilities working on winter DR programs. And you’ll have the opportunity to ask your peers your most pressing DR questions.

Through E Source exchanges, you can tap into a network of utility professionals who can help you solve challenges and find solutions. We encourage you to have your video on during these calls, ask questions, and share your experiences.

Moderator:

Clare Valentine, Senior Analyst, Customer Energy Solutions, E Source

Speakers:

Marie-Andrée Leduc, Researcher, Hydro-Québec

Michael Fournier, Researcher, Hydro-Québec

NOTE: This event has already taken place. See below for recording, event description, and link to download the presentation slides.

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Just when you thought E Source DSM Insights and Measure Insights couldn’t get any better, we&#8217ve got good news! DSM Insights, the tool for benchmarking program and portfolio performance, and Measure Insights, the tool for comparing data across technical reference manuals, are moving to a new and improved platform.

The two upgrades we’re most excited about are:

• User interface facelifts that will make it easier to quickly navigate to the data you need
• A new dashboard to benchmark utility portfolio-level data

You’ll learn:

• How to use apps instead of dashboards
• How to filter to access the relevant data for your query
• How to leverage the new Benchmark My Portfolio dashboard
• How to get access to additional training, reference guides, and resources

Speakers:

Zack Tamble, Director, Policy and Subscription New Products, E Source

Jordan Tobey, Engagement Director, E Source

Questions about this event? Email us.

NOTE: This event has already taken place. See below for recording, event description, and link to download the presentation slides.

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Just when you thought E Source DSM Insights and Measure Insights couldn’t get any better, we&#8217ve got good news! DSM Insights, the tool for benchmarking program and portfolio performance, and Measure Insights, the tool for comparing data across technical reference manuals, are moving to a new and improved platform.

The two upgrades we’re most excited about are:

• User interface facelifts that will make it easier to quickly navigate to the data you need
• A new dashboard to benchmark utility portfolio-level data

You’ll learn:

• How to use apps instead of dashboards
• How to filter to access the relevant data for your query
• How to leverage the new Benchmark My Portfolio dashboard
• How to get access to additional training, reference guides, and resources

Speakers:

Zack Tamble, Director, Policy and Subscription New Products, E Source

Jordan Tobey, Engagement Director, E Source

Questions about this event? Email us.

The Fall 2020 E Source Marketing and Communications Leadership Council is going virtual. While we’re sad we won’t be able to see you in person, we’re excited to still bring together utility marketing and communications leaders across the US and Canada. We’ve spread the leadership council across three days, each with a two-hour session.

At the Fall 2020 E Source Marketing and Communications Leadership Council, we’ll come together to discuss:

• How COVID-19 has forever changed your relationship with the people you serve, why that matters, and what it might look like to provide value in the future
• Why data-driven marketing matters and how it brings value to so many of your customers’ lives
• How to get everyone on the same page when it comes to brand and what that means for how you talk about your offerings and environmental goals going forward

In addition to these high-level strategic discussions, we’ll also discuss effective marketing and communications tactics, tools, and measurement efforts to connect the dots between vision and action. We hope to see you there!

Embracing pain, change, and growth: What do people need from their utility now?

Tuesday, September 22, 2020 | 3:00 to 5:00 p.m. ET

The people you serve see the world differently than they did at the start of the year. COVID-19 has turned their world upside down and devastated their communities. And George Floyd’s death (at the hands of Minneapolis police) sparked nationwide Black Lives Matter protests, shedding a powerful light on the depth of systemic racism in society. What do these events mean for your brand, your employees, your strategy, and more? How will your involvement in your communities change going forward?

Download Embracing pain, change, and growth (PDF)

Unleashing creativity and compassion: How exactly are utility marketers adjusting their strategy?

Wednesday, September 23, 2020 | 3:00 to 5:00 p.m. ET

This is perhaps the most humbling time in decades to be a utility marketer. So many individuals, families, and businesses across the country are struggling financially, which presents you with huge challenges and huge opportunities. Most of all, the people you serve need help. And you can help. You’re energy experts—knowledgeable about how people can lower their bill without spending a penny. During this session, we’ll discuss how exactly utility marketers are adjusting their residential and business marketing strategies, unleashing their creativity and compassion in the process.

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Utility of the future: Reaching your advanced energy goals and delivering relevant value to customers

Thursday, September 24, 2020 | 3:00 to 5:00 p.m. ET

With ambitious decarbonization and renewable energy goals, how are utilities using integrated marketing campaigns to promote these goals? And how are they involving customers to help reach those goals? What might a utility marketer’s portfolio of programs, products, and services look like a year from now? Two years from now? What are customers telling you they need from you now and in the future? During this session we’ll discuss how the utility program, product, and service portfolio Is evolving and how utilities are talking about these changes with customers.

Download Utility of the future (PDF)

Moderators:

Shelby Kuenzli, Analyst, E Source

Anna Nixon, Staff Writer, E Source

Jessica Bailis, Associate Solution Director, E Source

Kevin Andrews, Lead Analyst, E Source

For more information about this event, please email us or call 1-800-ESOURCE (1-800-376-8723).

The Fall 2020 E Source Customer Experience Leadership Council is going virtual. While we’re sad we won’t be able to see you in person, we’re excited to still bring together utility customer experience (CX) leaders across the US and Canada. We’ve spread the leadership council across four days, each with a two-hour session. In these sessions, you’ll have the chance to network and discuss pressing CX topics. Each utility can have up to three representatives attend.

Customer Experience Leadership Council plenary: The next normal

Monday, September 21, 2020 | 12:00 to 2:00 p.m. ET

To kick off the Fall 2020 Customer Experience Leadership Council, we’ll look at how utilities have reacted to the pandemic, and we’ll find out what you’ve learned about providing an excellent experience through a crisis. We’ll also look at how you can reset your CX efforts and balance reactively addressing the crisis with preparing your CX strategy for the long term.

Download The next normal (PDF)

Digital experience leaders: Driving digital forward through VOC

Tuesday, September 22, 2020 | 12:00 to 2:00 p.m. ET

Day two will bring together digital experience leaders to examine how COVID-19 has changed customers’ digital usage. We’ll discuss how you can bring the voice of the customer (VOC) into the digital space and create digital experiences to fit their needs. We’ll look at how you can prioritize digital projects, balancing small but impactful projects with larger, more-sophisticated offerings.

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Customer care leaders: Applying COVID-19 lessons to customer care operations going forward

Wednesday, September 23, 2020 | 12:00 to 2:00 p.m. ET

In this session we’ll focus on the long-term impacts of COVID-19 on customer care operations. We’ll bring together customer care leaders to discuss how to:

• Reduce costs
• Hire and train customer service reps
• Address changing channel preferences among customers in the wake of COVID-19

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CX strategy leaders: Managing CX effectively while remote

Thursday, September 24, 2020 | 12:00 to 2:00 p.m. ET

In this session we’ll look at how you can keep your organization focused on providing a great customer experience remotely. We’ll examine how you can:

• Create a customer-focused culture when your workforce is remote or socially distant
• Engage employees in CX improvements
• Manage CX amid uncertainty
• Ensure projects and departments across the utility are including CX

Download CX strategy leaders (PDF)

Moderators:

Aleana Reeves, Vice President, Customer Engagement Solutions, E Source

Eryc Eyl, Senior Manager, Customer Engagement Solutions, E Source

Jeffrey Daigle, Director, Customer Engagement Solutions, E Source

Melanie Wemple, Senior Managing Director, Consulting and Advisory Services, E Source

For more information about this event, please email us or call 1-800-ESOURCE (1-800-376-8723).

NOTE: This event has already taken place. See below for recording, event description, and link to download the presentation slides.

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Small businesses often lack the cash to pay the up-front costs of energy-efficiency projects. Free direct-install programs are a great way to engage these customers and help them see savings quickly, but there are more long-term energy-savings opportunities available. Well-designed utility on-bill repayment schemes can help small businesses afford larger energy retrofit projects, decrease their operational costs, and pump more investment into local economies.

Through E Source exchanges, you can tap into a network of utility professionals who can help you solve challenges and find solutions. We encourage you to have your video on during these calls, ask questions, and share your experiences.

Moderator:

Amy Schmidt, Analyst, Customer Energy Solutions, E Source

For more information about this event, please email us or call 1-800-ESOURCE (1-800-376-8723).

NOTE: This event has already taken place. See below for recording and event description.

Many communities are interested in taking steps toward becoming an efficient and sustainable smart city, but the overwhelming technology options on the market today may be holding them back. During this webinar, we will walk through one city’s approach.