The New Customer Engagement Journey: Finding a New Normal



12:45 pm - 2:00 pm ET



Consumers are more reliant than ever on energy and communications services. How does the energy industry build trust and satisfaction in the time of COVID-19? Nearly 50 million people in the U.S. have filed for unemployment during the pandemic, and it’s estimated that 40 percent of consumers will struggle to pay their electric bills in 2020. The panel will discuss innovative programs to address consumer expectations around their energy usage as well ideas for assisting consumers struggling to pay their bills. This session will include a 15-minute, mid-panel dialogue with the audience to dive deeper into how consumers’ motivations to engage around energy have evolved in 2020.

  • Tom Hines, DSM Portfolio Strategy Consultant, Arizona Public Service
  • Kate Doll, Director of Customer Success, Enervee
  • Scott Engstrom, VP of Corporate Strategy and Business Development