From Programs to People: Leveraging Business Customer Segment Engagement for Program Participation Rather than Being a Solution Looking for A Problem

Programmatic savings and utility-supported energy projects are more complex and harder to come by these days. Have you worked on a project or program where the actual customer journey varied greatly from the estimated journey? Did this affect the actual vs. estimated energy savings as well? Customer journeys are often used to plan for, and mitigate, potential issues, yet programs still sometimes come up short.

Seattle City Light will discuss its journey from promoting programs to engaging categorized customer segments, “speaking their language,” and seeing results on awareness, engagement, and conversion to program participation.

In this humbling and fast-paced session, you will have a chance to both learn and contribute example pitfalls and corresponding solutions.