NOTE: DEFG is now part of E Source. This event has already taken place. See below for recording and event description.

Download the slides | Beyond the Meter Working Group: Utility-only roundtable (PDF)

Join this webinar for your opportunity to address the following questions with other utilities:

• What beyond-the-meter (BTM) initiatives do you currently offer?
• What are some of the challenges you’ve experienced in implementing these programs?
• What are some of the top benefits you’ve observed thus far?
• What are some of the key takeaways you’d like to share with other utilities that are considering BTM offerings?
• What new BTM products or programs are you considering for 2023 and beyond?

Questions about this event? Send us a message.

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

Download the slides | Creating a self-service strategy that drives customer satisfaction (PDF)

Join us for the first in a series of exclusive exchanges for members of the E Source Customer Experience Strategy Service, where you can connect with your peers on various hot topics in the realm of utility customer experience (CX).

This is an E Source exchange. It’s an online conversation where you can share ideas on specific topics with other utility professionals. In this exchange, we’ll bring together utility peers to discuss self-service as a strategy for improving customer satisfaction. We’ve heard from members that self-service is a top focus for 2022, and we want to discuss how your utility is incorporating self-service into your larger CX strategy. We’ll share E Source data on customer preferences for self-service to start the discussion.

Topics include:

• Self-service journeys that have the most impact on satisfaction
• Tactics to drive customer behavior change and increase usage of your self-service offerings
• Recent self-service successes and projects you’ve been working on

Moderators:

Eryc Eyl, Senior Solution Director, Customer Experience, E Source

Lisa Schulte, Senior Analyst, Customer Engagement Solutions, E Source

Questions about this event? Send us a message.

NOTE: DEFG is now part of E Source. This event has already taken place. See below for recording and event description.

Download the slides | Beyond the Meter Working Group: Vendor roundtable (PDF)

During this roundtable, we’ll:

• Allow each vendor to introduce themselves to help facilitate working partnerships and generate leads
• Discuss the questions below so that we can better serve you throughout 2022 and beyond
• Review our upcoming schedule of events and find ways for you to help, whether in scripting or sponsoring our 2022 deliverables
• Collect your ideas for our annual user conference and vendor expo

Vendors should be ready to introduce themselves and their company and answer the following questions:

• What would be most useful to you and your company from a sales or marketing perspective? In other words, what does a win look like for you by the end of the year?
• Putting aside your specific company interests, what would be most useful to drive the overall beyond-the-meter (BTM) market forward?
• What will it take to improve vendor-utility partnerships in the BTM space?

Questions about this event? Send us a message.

NOTE: This event has already taken place. See below for the presentation slides and event description. We updated the slides for this exchange after the event to correct some data points. If you have any questions about this, please contact us.

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Utility marketing teams are often spread across departments, and their efforts vary from utility to utility with differing degrees of success. The E Source Utility Marketing Survey is a pair of online surveys that focus on strategies, budgets, and metrics for utility residential and business marketing campaigns. In this exchange, we’ll share the results of the 2022 residential survey, revealing any trends and insights that can help you improve the effectiveness of your utility’s residential marketing efforts.

This is an E Source exchange. It’s an online conversation where you can share ideas on specific topics with other utility professionals. In this exchange, we’ll bring together utility peers to discuss utility residential marketing efforts to drive engagement and program participation.

You’ll learn:

• Budgets—residential marketing spending and the programs marketers don’t have enough budget to support
• Strategies—effective marketing channels and successful outreach and community events
• Segmentation—how utilities are segmenting residential customers, what data they’re using, and which tools and vendors they’re using
• Metrics—the metrics utilities track to gauge the success of marketing channels

Speakers:

Miriam Stein, Associate Analyst, Customer Engagement Solutions, E Source

Cory Coggins, Analyst, Market Research, E Source

Who can attend:

Utilities that participated in the 2022 Residential Utility Marketing Survey.

Interested in this event but can’t attend? Register anyway and we’ll notify you when the presentation and recording are ready for on-demand viewing. Questions about this event? Send us a message.

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

Download the slides | Fullstream ahead: A multilevel approach to energy-efficiency program design (PDF)

Jake DeMann, solution architect at Resource Innovations, is leading the development of a new structure for energy-efficiency programs. Called Fullstream, the savings-acquisition framework combines the strengths of three traditional program designs: upstream, midstream, and downstream. The new framework optimizes claimed savings, improves the participant experience, and increases attribution and influence across the supply chain. This involves building and maintaining strong trade ally networks across the entire supply chain, from manufacturers and distributors to contractors and end users. With data collected at multiple levels, programs can rely less on inferred data and track energy savings more accurately. Program administrators will also know where to allocate incentives to drive participation and reduce the risk of double-counting savings.

This is an E Source exchange. It’s an online conversation where you can share ideas on specific topics with other utility professionals. In this exchange, we’ll bring together utility peers to discuss trade ally engagement strategies in traditional program designs and how they can apply techniques to the Fullstream design.

We cover:

• Current trade ally engagement strategies
• Incentive levels that drive action at each level of the supply chain
• What data to include at each level of the supply chain for accurate savings
• How to reduce the risk of double-counting

Speakers:

Jake DeMann, Solution Architect, Resource Innovations

Vince Ruggeri, Analyst, Customer Energy Solutions, E Source

Who should attend:

Members of the E Source Demand-Side Management, Distributed Energy Resource Strategy, and Technology Assessment Services who are interested in trade ally engagement strategies.

Questions about this event? Send us a message.

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

Download the slides | Effective strategies for engaging with SMB customers (PDF)

Small and midsize business (SMB) customers don’t believe their utilities are the easiest to do business with, as we found in the E Source 2021 Small and Midsize Business Customer Satisfaction Study. We also know that SMB customers are less satisfied with their utilities, account reps, and business customer reps than large business customers are. However, our research shows SMB customers want to develop a relationship with their utilities so they can learn more about saving energy and costs.

Your communications, interactions, and offerings—and SMBs’ energy-related goals—affect how you meet your customers’ needs. Better understanding these issues can increase engagement with your SMBs and drive higher customer satisfaction ratings.

This is an E Source exchange. It’s an online conversation where you can share ideas on specific topics with other utility professionals. In this exchange, we’ll bring together utility peers to discuss ways to better meet your utility’s goals while meeting your SMB customers’ needs.

This exchange will cover:

• What utilities are doing to serve their SMB customers
• Insights on who your SMB customers are and what they need
• The importance of setting up internal procedures to serve your SMBs
• How gathering information on SMB customers’ communication preferences, energy goals, and perceived ease of interacting with you can help you improve your engagement plans
• How to create engagement plans for your SMB customers using this information

Speakers:

Eryc Eyl, Senior Solution Director, Customer Experience, E Source

Daniel Doutre, Senior Analyst, Market Research, E Source

Sarah Baker, Analyst, Market Research, E Source

Erica Bishop, Associate Analyst, Customer Engagement Solutions, E Source

Questions about this event? Send us a message.

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

Download the slides | Business customer needs: Energy goals, utility offerings, and engagement (PDF)

Close to 80% of large business customers have at least one energy-related goal, according to the E Source 2021 Large Business Customer Satisfaction Study. We also know that 62% of large business customers trust their utility for energy-efficiency advice. But in our research, 42% of large business customers said they didn’t participate in a utility product, program, or service, and 34% didn’t know if they had participated. Knowing the role that goals, communications, interactions, and utility offerings have in meeting your large business customers’ needs can increase participation in your products, programs, and services and can continue to drive higher satisfaction among your customers.

This is an E Source exchange. It’s an online conversation where you can share ideas on specific topics with other utility professionals. In this exchange, we’ll bring together utility peers to discuss ways to better meet your utility’s goals while meeting your large business customers’ needs.

This exchange covers:

• What utilities are doing to serve their large business customers
• What utility offerings large business customers currently participate in
• The utility offerings large business customers are most interested in
• Communications preferences among large business customers
• How interactions can affect large business customers’ engagement with utility offerings
• How understanding large business customers’ energy goals can help you create solutions to fit their needs

Speakers:

Daniel Doutre, Senior Analyst, Market Research, E Source

Sarah Baker, Analyst, Market Research, E Source

Erica Bishop, Associate Analyst, Customer Engagement Solutions, E Source

Questions about this event? Send us a message.

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

Download the slides | Building electrification: Insights on customers, trade allies, and public policy (PDF)

Join us and your utility peers for an online conversation about building electrification. We’ll emphasize heat pumps in a fast-paced format that will touch on ways to increase your customers’ familiarity with and awareness of electrification technologies, building contractors’ value propositions, effective midstream program design, and policy choices.

We share key takeaways from our latest research, which focuses on the evolution of cold-climate heat-pump technology, trade allies, and policy. And we’ll present results from the E Source 2021 Residential Electrification Survey.

This is an E Source exchange. It’s an online conversation where you can share ideas on specific topics with other utility professionals. In this exchange, we’ll bring together utility peers to discuss several factors that affect the growth of building electrification. We encourage you to ask questions and share your experience during the event.

You’ll learn:

• What we uncovered in the Residential Electrification Survey
• Which customers are ready for heat pumps—and how to target them
• How to build trade ally relationships and design effective midstream programs

Moderator:

Barend Dronkers, Lead Analyst, Customer Energy Solutions, E Source

Questions about this event? Send us a message.

NOTE: DEFG is now part of E Source. This event has already taken place. See below for recording and event description.

Download the slides | Beyond the Meter Working Group: Kickoff webinar (PDF)

Join us as we kick off the Beyond the Meter Working Group, formed to support utilities and their partners as they explore revenue-generating products and services such as marketplaces, EVs and renewables, concierge services, warranties or financial products, and appliances or smart home devices.

Questions about this event? Send us a message.

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

Download the slides | Cost-effective behavioral demand-response strategies (PDF)

Can behavioral campaigns deliver cost-effective demand-response (DR) savings? We’ll discuss how social norms can influence residential customers to reduce load during peak demand events. Come prepared to chat with your utility peers about ways to recharge your DR portfolio.

This is an E Source exchange. It’s an online conversation where you can share ideas on specific topics with other utility professionals. In this exchange, we’ll bring together utility peers to discuss what we know about behavioral DR opportunities and their role in meeting the industry’s demand-management and decarbonization goals.

This exchange covers:

• Outcomes from behavioral DR programs and pilots
• How behavioral DR campaigns can target both peak demand reductions and decarbonization goals

Moderators:

Amy Schmidt, senior analyst, Customer Energy Solutions, E Source

Beth Fitzjarrald, senior manager, Customer Energy Solutions, E Source

Who should attend:

Members of the E Source Demand-Side Management, Distributed Energy Resource Strategy, and Technology Assessment Services who are interested in DR and behavioral demand-side management programs.

Questions about this event? Send us a message.

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

Download the slides | Managing EV charging infrastructure assets (PDF)

We already have more electric vehicle (EV) charging stations per EV than gasoline stations per gas-powered vehicle. So why do we need more EV charging infrastructure? Well, partly, it’s a timing issue—EVs take longer to charge than gas cars take to refuel. And we don't have many EVs on the road, though we hope this will change soon. It’s also an equity issue because not everyone has the luxury of easily charging an EV at home. As the US federal government prepares to invest in EV charging infrastructure in a big way, are we sure that those dollars will be spent effectively? And will those EV charging infrastructure assets be managed appropriately?

To become a viable replacement for gas-powered cars, EVs need charging infrastructure. But we need proper inspection, repair, and maintenance practices to make sure these investments are sound and EV drivers have a positive charging experience. In this webinar, we’ll discuss tips for EV charging infrastructure asset management based on the last 10 years of industry experience.

You’ll learn:

• The best (and worst) locations for a new EV charging station
• Common failure modes and equipment faults
• Tips for EV charging infrastructure maintenance and repair
• Current developments in standardization

Speakers:

Bryan Jungers, director of mobility, E Source

Jesse Hitchcock, senior analyst, Customer Energy Solutions, E Source

Who should attend:

Any E Source utility member interested in EVs and transportation electrification.

Interested in this event but can’t attend? Register anyway and we’ll notify you when the presentation and recording are ready for on-demand viewing. Questions about this event? Send us a message.

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

Download the slides | Integrating energy equity into your utility’s customer programs and engagement (PDF)

Utilities and cities are starting to look at their programs and operations through a diversity, equity, and inclusivity lens. Join us to explore with your peers in the US and Canada what this means for your programs and operations. We’ll also share E Source research on how leading utilities are defining, planning, and executing their energy equity strategies. And we’ll leave plenty of time for you and your peers to share experiences and ask questions.

Topics include:

• Defining energy equity
• Tips on setting equity goals and metrics
• Strategies for integrating equity into programs, community engagement, and operations

This is an E Source exchange. It’s an online conversation where you can share ideas on specific topics with other utility professionals. In this exchange, we’ll bring together utility peers to discuss how you can incorporate energy equity into your work. We encourage you to ask questions and share your experience during the event.

Moderators:

Ben Nathan, senior analyst, Customer Energy Solutions, E Source

Miriam Stein, associate analyst, Customer Engagement Solutions, E Source

Questions about this event? Send us a message.