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

Download web conference slides (PDF)

Poll questions from the presentation:

Where are you in serving your most vulnerable customers? Do you see low-income customers as:
Where are you in serving your most vulnerable customers? Do you see low-income customers as: rate payers, a public policy issue, a customer segment, or partners?
What do you consider the biggest barrier to serving your most vulnerable customers?
What do you consider the biggest barrier to serving your most vulnerable customers? Program funding, lack of internal alignment, competing business priorities, or lack of trust among customer base?
Has your company or low-income multifamily program collaborated with Fannie Mae/Freddie Mac on “green” loans on multifamily or energy efficiency programs?
Has your company or low-income multifamily program collaborated with Fannie Mae/Freddie Mac on “green” loans on multifamily or energy efficiency programs?

Utilities are increasingly engaged in understanding and transforming the low-income customer experience (CX). Unfortunately, you can’t just tweak a program or mandate a training and expect to see better customer engagement; there’s a lot of thought and research that goes into redefining the low-income CX. We’ve seen companies use market research, segmentation, customer journey mapping, innovative marketing techniques, and internal alignment to better understand and support their low-income customers.

You’ll learn:

  • The business case for focusing on low-income customers
  • The current state and cutting-edge innovation in serving low-income customers from inside and outside the energy industry
  • The biggest barriers to building trust and helping vulnerable customers pay their bills
  • The best methods for serving vulnerable customers
  • How to drive greater participation in current programs

Speakers:

Lisa Markus, Managing Director, Consulting and Advisory Services, E Source
Nick Bafaloukos, Director, Customer Programs and Advanced Analytics, ComEd
Molly McGowan, Senior Manager, Business Development, Propel
Katie Ryder, Senior Consultant, Consulting and Advisory Services, E Source

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