From October 2024 and through April 2025, E Source worked with seven utilities across the US on a comprehensive study of the low- to moderate-income (LMI) customer journey through the energy-assistance process, which can be frustrating, time-consuming, and costly for all parties. To improve the LMI customer experience, utilities wanted to better understand how these customers work with utility employees and agency partners to learn about and acquire energy assistance.
This multiclient study—which included landscape research, customer surveys, customer and stakeholder interviews, customer journey mapping, and a design-thinking workshop—produced a wealth of customer and stakeholder insights and actionable solution recommendations that participants can leverage to produce stronger outcomes for utilities, assistance agencies, and customers in this critical journey.
Join us to learn about this landmark multiclient study, its key findings, and recommendations.
Potential topics include:
- Identifying key points in a LMI energy assistance customer journey
- Hearing direct feedback from utility customers who seek energy assistance
- Creating stronger outcomes for utilities, energy assistance agencies, and customers
- Informing utility teams with a shared vision for the customer journey and improvements
Speakers:
Ben Nathan, Director, Affordability and Equity, E Source
Jamie Wimberly, Senior Vice President, Utility Customer Strategy, E Source
Rachel Cooper, Senior Director, Market Research, E Source
Who should attend:
Members of E Source and the public who are interested in better understanding and improving the LMI customer experience through the energy assistance process.
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.
