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Part 1: Social media

Moderator:

Shelby Kuenzli, Analyst, Customer Engagement Solutions, E Source

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Part 2: Website design

Moderators:

Heather Hilgenkamp, Lead Analyst, Market Research, E Source

Jeffrey Daigle, Director and Senior Consultant, Customer Engagement Solutions, E Source

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

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As you determine how to adjust your service strategies for business customers of different industries and sizes, make sure to cover all your bases. While you might have a well-defined process for engaging with key accounts, many utilities are trying to find the right way to serve their non-key accounts. It’s important to ensure that your customers feel their utility provides them with the appropriate level of service regardless of what tier or grouping they fall into. Through this web conference, we’ll provide market research analysis and advice you can implement to achieve the best business customer experience.

Speaker:

Devin Fink, Product Manager, Customer Engagement 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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As states continue to ease restrictions and we move away from the crisis phase of the pandemic, utility managers and supervisors will need to strategically and thoughtfully plan the return to the workplace. Because utility operations are essential, you need to make sure your plan prioritizes employee safety while continuing to safely deliver energy services to your customers.

Join E Source as we host a monthly workshop where utility employees can ask tough questions and share their plans for returning to their offices.

Moderators:

Kym Wootton, Vice President, Operations, E Source; Kym will provide the E Source perspective on our return to the workplace preparations.

Eryc Eyl, Senior Research Manager, Customer Engagement Solutions, E Source; Eryc will bring in his wealth of knowledge around employee engagement and employee experience.

Lisa Markus, Managing Director, Consulting and Advisory Services, E Source; Lisa brings a wealth of expertise in change management, culture change, diversity, and inclusion.

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

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Localized supply chains and food-handling safety have become critical as a result of COVID-19. The indoor agriculture industry is helping to bring food production closer to the market, reducing travel distances and the potential for mishandling and contamination. And as more states push to legalize recreational cannabis, dispensaries are quickly becoming an essential service. Join this event to hear how your utility peers are approaching the indoor agriculture market and to share your experiences.

Moderator:

Bryan Jungers, Senior Manager, 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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Historically, utilities have been slow to keep up with new technology trends and customers’ changing desires. But because of COVID-19, utilities have been forced to set aside their typical processes and innovate their programs with more urgency. In the age of COVID-19, utility demand-side management (DSM) programs need to meet new health and safety guidelines and also generate enough participation to meet energy-efficiency goals. In this web conference, you’ll hear from utility energy-efficiency services provider Franklin Energy on how its helping utilities rapidly innovate their programs to meet residential customers’ needs.

The E Source solution showcase series provides vendors with an opportunity to share innovative solutions to challenges utilities are facing. Through our web conferences, we’ll bring together utilities and their partners to highlight their joint successes and lessons learned. If you’re a vendor interested in participating in a future web conference, please email us.

Speakers:

Jordan Tobey, Data Products Manager, Customer Energy Solutions, E Source

Adam Maxwell, Managing Director, Consulting, E Source

Danielle Marquis, Vice President, Marketing Strategy, Franklin Energy

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

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As a result of COVID-19, energy utilities and implementers face uncertainty and risk about whether they can achieve their 2020 demand-side management (DSM) savings targets. They’re also facing the added challenge of offering programs that are safe for customers and employees. There’s been debate about the future of energy-efficiency programs, but T&D World, an online transmission and distribution (T&D) resource for utilities, thinks the pandemic will create new opportunities. In the article COVID-19 Will Create Energy Efficiency Opportunities, T&D World’s grid optimization editor David Shadle recognizes that in-home and workplace programs have been stalled but thinks they could take on greater importance in the coming months and years.

To make sure your upcoming DSM programs are successful, you’ll need to resegment your residential customers. A lot of your customers are experiencing unemployment because of the pandemic, so you’ll see a larger pool of low-income candidates, and some have been able to work from home and save money from doing so. COVID-19 has shaken up your customers; they don’t look the same as they did six months ago. It’s a good time for you to resegment your residential customer base and get the right programs and messaging to the right people.

E Source has partnered with Claritas to quickly and cost-effectively deliver information about your customers and programs. Within four weeks of working with us, we’ll give you customer data that you can immediately use to target the right customers with.

Speakers:

Cindy Schweitzer, Vice President, Customer Solutions, E Source

Rachel Cooper Director, Market Research, E Source

Chad Garrett, 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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Many of your commercial and industrial (C&I) customers have reopened their businesses after a long layoff, with harsh financial impacts and often permanently changed operations. How can you support them and meet your demand-side management (DSM) program goals? In this web conference, you’ll hear from utility energy-efficiency services provider Willdan and one of its utility partners about the solutions they’re implementing to help bolster C&I programs during this public health and economic crisis.

The E Source solution showcase series provides vendors with an opportunity to share innovative solutions to challenges utilities are facing. Through our web conferences, we’ll bring together utilities and their partners to highlight their joint successes and lessons learned. If you’re a vendor interested in participating in a future web conference please email us.

Speakers:

Jordan Tobey, Data Products Manager, Customer Energy Solutions, E Source

Amy Schmidt, Analyst, Customer Energy Solutions, E Source

Lloyd Kass, Senior Vice President, Utility Strategy, Lime Energy (a Willdan company)

Jason Steinbock, Director, Business Development, Willdan

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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Because of COVID-19, your trade allies have taken a considerable hit to their businesses over the past few months, like many other businesses have. Even as states begin reopening, many trade workers and contractors will likely struggle to financially recover. In this web conference, we’ll discuss how you can support trade allies as restrictions are lifted and as people return to life pre-COVID-19. We’ll also help you plan for future COVID-19 outbreaks and discuss how to support your trade allies in the long term.

You’ll learn:

• The types of support that trade allies and contractors want from their utility partners
• Examples of how utilities are successfully supporting trade allies
• Ideas for how to support your trade allies during future COVID-19 outbreaks

Moderator:

Luke Beckett, Product Manager, Customer Energy Solutions, E Source

Speakers:

Brysen Daughton, Analyst, Customer Energy Solutions, E Source

Matt Michel, President, Service Roundtable

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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As states continue to reopen and we move away from the crisis phase of the pandemic, utility managers and supervisors will need to strategically and thoughtfully plan the return to the workplace. Because utility operations are essential, you need to make sure your plan prioritizes employee safety while continuing to safely deliver energy services to your customers.

Join E Source as we host a monthly workshop where utility employees can ask tough questions and share their plans for returning to their offices.

The workshop included:

• A review of what we’re seeing with utility plans for returning to the workplace
• A facilitated discussion about utilities’ specific plans
• Questions you’ll want to ask your employees as you prepare for the return to the workplace

Moderators:

Kym Wootton, Vice President, Operations, E Source; Kym will provide the E Source perspective on our return to the workplace preparations.

Eryc Eyl, Senior Research Manager, Customer Engagement Solutions, E Source; Eryc will bring in his wealth of knowledge around employee engagement and employee experience.

Lisa Markus, Managing Director, Consulting and Advisory Services, E Source; Lisa brings a wealth of expertise in change management, culture change, diversity, and inclusion.

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 event description and a link to download the presentation slides.

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As utilities emerge from the COVID-19 crisis, they’ll need to lower operational costs because of the negative impact the pandemic is having on utility revenues. E Source experience shows that the new-construction experience can be one of the most-costly and least-satisfying utility experiences for builders and end-use customers. E Source believes this is the time for utilities to become better partners for builders, improve the experience for end-use customers, and lower operational costs.

Even during this crisis, industry experts project that construction firms will weather the storm. Dodge Data & Analytics, an analytics and software-based workflow integration solutions provider for the construction industry, forecasts new residential construction will be down 10% in 2020, but will recover in 2021 with 5% growth. Even though this bodes well for builders, it’s clear the construction industry will be facing challenges as it begins business again.

In this event, we’ll hear from representatives of Southern California Gas Co. (SoCalGas) and ComEd about how they partnered with E Source to identify and implement short- and long-term improvements in their new-construction processes, policies, and technologies.

Speakers:

Lanita Greer, Customer Experience Manager, Distribution Operations, ComEd

Dan McNair, Manager, New Business Customer Experience, SoCalGas

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

Barbara McCabe, 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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As states begin to reopen and we move away from the crisis phase of the pandemic, utility managers and supervisors will need to strategically and thoughtfully plan the return to the workplace. To make your plan succeed, you’ll need a workforce that is emotionally connected and committed to that success. In this web conference, you’ll learn the key components of engaging employees as they transition back to the workplace. Prior to the event, check out our report Navigating the “return to work” employee experience.

You’ll learn:

• The individual complexities you must account for in the transition
• The decisions you’ll need to make before you plan
• Six principles that should guide your strategy
• The actions you’ll need to take to increase employee engagement

Speaker:

Eryc Eyl, Senior Research Manager, Customer Engagement 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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Join us once again by the virtual fireside for an engaging conversation between Filomena Gogel, E Source senior vice president of consulting, and Daren Sanders, director of contact center and billing operations at BC Hydro. They’ll discuss the steps BC Hydro has taken to help its customers while also managing its accounts receivable during the COVID-19 pandemic.

You’ll learn:

• How BC Hydro is supporting its customers through a multipronged approach during this crisis
• How BC Hydro has managed a diverse group of stakeholders to implement billing programs that help
• What lessons BC Hydro has learned that will enable an even better response to the next crisis

Speakers:

Filomena Gogel, Senior Vice President, Consulting and Advisory Services, E Source

Daren Sanders, Director, Contact Center and Billing Operations, BC Hydro

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