Apogee Institute Webinars

Apogee Institute Webinars are hosted for Apogee clients and invited guests to help advance their knowledge and skills base in this Web-centric, energy-focused world. We believe in the benefit of gathering industry peers together online to learn the latest trends and share real-world practices. Please contact us if you have additional training needs.

upcoming webinars

Check back soon for upcoming Webinars

Explore Past Webinars

Presented September 25, 2019

Our founder, Joel Gilbert, has watched and analyzed the energy industry for over 40 years and has concluded that we just had a seismic shift in perceptions and attitudes over the past few months.

Some of this is because of new political maneuvering to capture potential voter enthusiasm. Some, of course, is just the usual media hype. But, something else has fundamentally changed.

Come and hear what he sees as both opportunities and challenges with what he calls the shift in media style and emphasis and what it appears to have already done in consumer attitudes.

Simple Strategies to Keep Customers Digitally Engaged

Presented August 27, 2019

Join Apogee’s Sr. Account Manager, Cindy Smallwood, Marketing Analyst, Kate Panaousis, and Matt Robertson, NOVEC’s Communications Supervisor for a one hour interview and learn how he has consistently ranked highest in analytics among all of Apogee’s utility clients.

Our Agenda Includes:

  • Customer Engagement
  • Utility Digital Customer Experience
  • Framework of DCX
  • NOVEC Case Study

Tampa Electric’s Social Media Lamb Cam Shines a Light on Solar

Presented August 13, 2019


Tampa Electric is on a mission to become the state’s top producer of solar energy by 2021. This spring their team found creative ways to gain brand recognition and generate some buzz on social media during lamb season. TECO’s Lamb Cam kept a watchful eye on their new workforce: a herd of Katahdin sheep grazing beneath the solar panels.

Join Apogee’s Ann Fracas and Tampa Electric’s,Creative Services Manager Niki Paksoy, and Sr. Manager, Solar Operations, Paul Warren, for a lighthearted presentation showcasing TECO’s social media success driving awareness around their Big Bend community solar project. This 30 minute presentation is one Ewe won’t want to miss!

Accelerating EV Adoption: The Role Utilities Play in Providing Real Value

Presented July 11, 2019

Join Apogee Interactive’s Engagement Manager, Elizabeth Burroughs and special guest Dave Treston, Sr. Account Planner at KSV as he reveals KSV’s latest research on Electric Vehicles and learn how utilities can help boost EV adoption while providing real value to customers.

Our agenda includes:

  • A snapshot of the current and forecasted EV market
  • Customer motivators and barriers to adopting EVs
  • Opportunities for utilities to build trust with customers throughout their EV buying journey
  • EV buyer personas
  • Engaging Customers with Outbound Communication

Customer Engagement… Who Cares?

Presented May 23, 2019

JD Power’s 2019 Digital Experience Study revealed that utilities offer one of the worst digital experiences when compared to other customer facing industries. If your company is not focused on a relevant personalized message, then you are missing an outstanding opportunity for improving operational efficiency and reducing costs.

Now is the time to face the future. Utilities not meeting customers’ expectations with a gratifying digital experience will fall by the wayside as our industry transforms and business models change increasing the need for interactivity with the customer.

Learn how utilities are getting ahead of the game by using digital strategies to transform rate payers into energy partners.

Are you ready to deliver relevant and personalized topics? 

  • Rate Choices
  • Bill Explanations
  • Energy Management for Homes and Businesses
  • Demand/Price Response Programs
  • Integrating WIFI thermostats, EVs/PVs and other emerging technologies
  • Storms
  • Seasonal Topics

Customer Driven Rate Design – The Wave of the Future

Presented April 25, 2019

Join Apogee’s Dave Wells and The Brattle Group’s Ahmad Faruqui, Ph.D. Economics for an exclusive one-hour webinar presentation where Dr. Faruqui will guide us on a walk down the frontier of rate design and discuss utility rate design of the future and how a few utilities are using “design thinking” to offer customers innovative rate choices.

Our agenda includes:

  • The Efficient Pricing Frontier
  • The Power of Customer Choice
  • Progress at Forward Thinking Utilities
  • Communicating Rates Effectively

This is an event you won’t want to miss.

Special Guest:

Ahmad Faruqui, Ph. D., Principal, The Brattle Group








Dave Wells, Apogee Interactive







Moving Utilities Beyond Engagement Toward Empowerment

Presented April 16, 2019

Join Apogee’s Brenda Guthrie and Milepost Consulting’s CEO, Sabrina Cowden, for a look at engagement strategies that deliver impressive results. We’ll share how utilities facing daunting challenges like rate transformation and brand perception can improve by nurturing strong relationships with their customers. You will learn how behavioral science, and messaging framework combined with a powerful outbound messaging and data modeling platform can help utilities meet their objectives.

We’ll discuss proven methods that:
• Increase Program Participation
• Communicate Rates Effectively
• Drive Revenue Enhancement
• Improve Operational Efficiency
• Raise Customer Satisfaction
• Encourage Self-Service

Is your utility embracing the role of the trusted energy advisor? Are you answering your customers energy concerns? Register today and learn about all the possibilities!

The Times They are a Changin’

Presented February 20, 2019

Bob Dylan nailed it with this classic line. It certainly applies to what the energy industry is experiencing now. How can we prioritize what we should be doing to serve customers and benefit our companies when change is coming faster than at any time in the past 4 decades.

Joel Gilbert, Apogee’s Chief Software Architect and well-known industry visionary, will offer a humorous, pithy, thought-provoking prediction of how next few years will play out. Topics include the critical importance of customer engagement, the value of having real influence, and how energy companies can produce and deliver solid business results.

While we all know prognosticators who are not always right, but never in doubt, Joel has been the industry’s stalwart and accurate forecaster of what is coming down the pike for much of his career. Those who know him say he is the most accurate in our industry at seeing over the next hill and around blind corners.

We hope you can join us for some lessons and laughs about what is likely to be our next chapter in the energy business.

Customer Satisfaction Pays…How Can Utilities Maximize the Benefits?

Presented January 31, 2019

Join this one hour session where Apogee’s CFO, Jim Malcom and Analyst, Kate Panaousis will share their research on how customer satisfaction affects your utilities bottom line. We will discuss customer satisfaction trends in the industry and how utilities compare to other segments.

Our agenda includes:

  • Customer Satisfaction and Operating Margin
  • Benefits of Customer Satisfaction
  • Customer Satisfaction and Revenue Growth
  • Understanding Net Promoter Score and How to Drive Results

Apogee will also offer strategies, solutions, and examples drawn from our 25 years of experience in the energy industry.


Example of Personal Video Messaging 

4 County’s EPIC Low-Income Journey

Presented August 28, 2018

As the summer slowly turns into fall, the impending colder weather means higher energy bills with many families struggling to pay them. Now is the time to turn our attention to communications strategies for our income qualified assistance programs before those bills start piling up.

Join Apogee and 4 County EPA’s Manager of Marketing and Public Relations, Jon Turner, for a one-hour webinar where we will discuss his success and lessons learned in implementing a digital communications campaign for his low-income members. Speaker Bios

Our Agenda Includes:

  • Program Overview
  • Pilot Objectives
  • Results of the Pilot
  • Results of the Customer Survey & Metrics
  • Lessons Learned

Energy Strategies for the Connected Home

Presented July 31, 2018

Join Apogee’s Chief Software Architect, Joel Gilbert for a one hour session where he will share decades of energy industry experience studying the issue of the connected home. His experience begins long before the Internet of Things (IoT) and the concept of learning thermostats were possible. His research has uncovered some stunning insights into why the technologies over the past few years have had so much difficulty.

During his presentation we’ll take a humorous, thoughtful, and eye opening look at what you can do right now to launch a connected home strategy without worrying about all the details within the home itself.

JD Power 2018 Utility Digital Engagement Study

Presented June 5, 2018

Join Apogee Interactive and J.D Power’s Sr. Dir. of Utility Practice, Andrew Heath, for an in-depth look at the new 2018 Utility Digital Experience Study study highlighting the utility customer’s digital experience.  It  provides an analysis of customer perceptions of utility’s digital presence. It explores the correlation between website and mobile app engagement and user experience. Additionally, it provides an overall digital proficiency rating assessed by J.D. Power’s strategic partner, Centric Digital.

Speaker Bio


7 Critical Points in the Lifecycle Where You Must Engage Customers!

Presented May 17, 2018

Join Apogee’s Karen Morris and special guest DMA Hall of Famer, Ernan Roman, president of ERDM Corp., for a one hour webinar where he will share powerful guidelines for deepening customer experiences at 7 essential points in the customer lifecycle. These are the critical points where B2C and B2B decision makers expect personalized value and support from service providers.

Also, learn why today’s CX, personalization and personas are not effective, yet, in spite of privacy concerns, customers are willing to provide deep explicit preference data in exchange for “smart and authentic” personalization and CX.

These insights and guidelines have emerged from thousands of hours of specialized Voice of Customer (VoC) research interviews his firm conducts for brands such as IBM, MassMutual, Microsoft, Gilt and QVC.

Ernan will also provide examples of how improving CX, personalization and customer engagement increases revenue.

Webinar: Customer Engagement and The Segment of One

Presented April 23, 2018


Join Apogee’s Karen Morris and Milepost Consulting’s Ashley England for a live video interview. Energy companies have access to billions of data points, but with big data comes big responsibility.  Is your utility missing an opportunity to increase revenue, customer satisfaction, and customer engagement? Learn what’s working and what’s not for energy companies investing in their engagement strategy.


This 45 minute conversation will include:

  • Customer Expectations and The Segment of One
  • Customer Engagement Goals and KPIs
  • Tools and Processes for Proven Success
  • Best Practices that Ensure on Target Messaging
  • What’s at Stake if you Don’t Engage Customers

Presentation Available for Download Here

Top Digital Engagement Strategies for Utilities

Presented February 8, 2018

Join Apogee’s Ann Fracas, for a fast paced session that will bring you up to speed on Apogee’s full suite of digital engagement solutions for utilities. These proven strategies are designed to help utilities effectively increase customer satisfaction and reduce costs.

Our agenda includes:

  • Energy & Bill Analysis for CSRs & Customers
  • Outbound Communications Strategies
  • Making Complicated Topics Easy to Understand
  • Low Income Solutions

Proven Strategies for Growing Email and Phone Number Lists

Presented January 25, 2018

The need to be digitally connected with customers is becoming a priority with utilities. This requires obtaining and maintaining customer email addresses and mobile numbers while managing outbound communication campaigns. Benefits of digital engagement include lower cost to serve, improved customer satisfaction, higher program involvement and greater loyalty. Some utilities are on the cutting edge, while others are just getting started.

Join us for a one hour, discussion sharing how some utilities have gone from having no customer email addresses to having more than 80% of their customers’ contact information. Leading investor-owned utilities including Duke Energy, and PPL Electric Utilities along with two of the nation’s largest cooperatives, LCEC, and Jackson EMC, will share techniques, what worked, what didn’t, tips and lessons learned along the path to achieving high levels of digital engagement with customers. Researchers from E Source will share insights, benchmarks, and data points from their vast repertoire of studies for hundreds of utilities. Apogee will share from the front-lines of digital customer engagement what entices customers into building valuable relationships.

Finding Value in the Sea of Analytics

Presented October 19, 2017

We are bombarded with messages using analytics at the root. You can’t escape the impacts: look at something on Amazon and it haunts you no matter where else you look with a browser. Facebook, Google, and a host of other companies are worth billions because of what they know about us.

Is there are a parallel universe the energy utilities can use based upon what we know about our customers? Join Joel Gilbert, Apogee’s President and industry visionary for a one-hour webinar where he will lay out some very safe value streams every utility can rightfully use based upon billing histories and smart meter data if available.

Joel will illustrate how much information is locked up in this data and how it can be monetized to customers, trade allies, and the usual EE and DR partners to the industry. After all, the utility has the billing history for all consumers, knows where they are, and of course knows their payment history on those bills.


* Which homes are natural candidates for HVAC upgrades?
* Who might be interested in a performance contracted home retrofit?
* Which homes make the best DR candidates?
* Who might be willing to pay extra for home monitoring services?
*How can these analytics be used to routinely engage these consumers?

EPIC Journey from Transaction to Relationship

Presented October 12, 2017

Join Apogee’s Jim Malcom, Executive V.P., and special guest Aida Hakirevic, Associate Director, Navigant Energy on this one-hour webinar as we explore the low-income customer’s journey. We’ll discuss techniques utilities are using to engage customers and the challenges they face. In turn, we will offer solutions to help improve the relationship between utilities and their low-income customers that will cut costs, increase engagement and customer satisfaction.

 Our Agenda Includes:

  • Findings from Navigant Research “Utilities and the Customer Capabilities Gap”
  • Navigant Case Study: DTE Energy Efficiency Assistance Program Journey Mapping
  • The Low-Income Customer Journey
  • The Energy Burden
  • Digital Strategies Designed for Low-Income Customers
  • And much more

Speaker Bios

Bringing Value to Low Income Customers

Presented August 10, 2017

How effective are your low-income programs at helping people use their resources more efficiently? Are you bringing value to your community? Are your implementers using quality products? Are you providing the right solutions to the right customers to achieve the desired results?  Or are you struggling to engage multi-family dwellers, renters, and low-income customers?

Increasing participation in low-income programs can be challenging. However, with thorough planning, personalization, and the right communications strategies, utilities can increase customer satisfaction while bringing true value to these communities.

Join Apogee Interactive’s Jim Malcom and AM Conservation Group’s Brian McKee for a one hour presentation on how you can:

  • Increase Awareness of Programs
  • Engage Your Target Audience
  • Provide the Best Quality Products to Customers
  • Better Control Inventory Levels
  • Improve Customer Satisfaction
  • Drive Revenue
  • Reduce Bad Debt and Call Volume

Learn how you can meet your goals and make a difference in your community!

Webinar: EPIC Connections with Hard to Serve Customers

Presented May 24, 2017

In this presentation Apogee’s Executive V.P., Jim Malcom, will demonstrate our latest software package, (EPIC) Energy Platform for Information and Communication. This software package is designed to communication actionable ways to manage energy to low income customers, renters and customers who live in multi-family dwellings.

You will learn:

  • How to deliver timely information that is immediately actionable
  • Engage this hard to serve customers segment and increase customer satisfaction
  • Decrease delinquency and bad dept


Managing Pre-Pay Customers | 5 Lessons Utilities can Learn from Telecom

Presented May 4, 2017

EE: Sell them what they want!

Presented April 11, 2017

Webinar: EE: Sell them what they want!

Well, the results are in and they are not good:  Americans show a declining interest in energy efficiency.  According to Shelton Group’s ongoing polling, interest in EE home improvements are in a 4-year decline. This trend is confirmed by Apogee’s online energy analysis usage. So, what do they care about?

Comfort … Control … Resale value … and a host of other interests and emotional drivers. As customers are increasingly filtering out irrelevant messages, it’s important for marketers to hone in on the right message to engage consumers around EE.

Suzanne Shelton, President and CEO of Shelton Group, the nation’s leading marketing communications agency focused exclusively on energy and the environment will share how to segment your customers and serve up the right message, with right language to the right customers, at the right time to spur action – that’s how you increase program participation.

Suzanne will team with engagement technology leader Apogee Interactive’s co-founder and CEO, Susan Gilbert, to demonstrate real-world examples of what leading utilities are doing now to effectively connect with customers using proactive, relevant, personalized messaging.  Learn more about our speakers.

Listeners will learn:

  • Who are the types of customers you’ll most likely engage?
  • What are utilities doing to engage customers that actually works?
  • What do they care about – what emotional drivers can you speak to and what are the right offers?
  • What tools do they want?
  • What are the proven customer satisfaction impacts?
  • How can messaging be personalized on a mass scale to millions of customers?

Making the Smart Grid Relevant to Most People

Presented March 30, 2017

The energy industry has now made significant investments in advanced meters and have proven they can be valuable in behavioral demand response and to support pricing strategies reflecting cost differences in the time varying nature to electricity.  We also we now have compelling proof that customers do respond to this information where prepaid electricity has been offered and phone-based smart grid feedback is available, such as through PayGo and others.

With all this progress, getting customers in the mainstream to pay attention to smart grid data has been elusive.  This is a critical failure, as today’s energy executives seek to move beyond EE and DR in the customer engagement portfolio to offer energy marketplaces and enhanced energy services.  For example, some are offering automated filter replacements.  Others are offering HVAC warrantee, and even whole home energy affordability guarantees.

Are we still trying to sell death insurance?  That is what life insurance was originally called … and as a result they couldn’t sell it.  Do we need to recast smart grid engagement strategies in things that are not precisely correct but are precisely what customers are looking for?  Are we on the right track, or are we missing the key point?  How do we get to mainstream?

Join us as trusted industry visionary, Joel Gilbert shares what we have learned and where this is all going as the IoT and utility information platforms expand to include this information.

Plus, those of you who have not yet made a smart-meter investment will hear several ways to create surrogate smart grid engagement platforms … engaging customers with alternative, possibly better, and certainly less expensive informational platform methods.


Efficient Energy Audits Made Easy

Presented December 15, 2016


Join Apogee’s Justin West, for a 30 minute webinar and discover how forward thinking utilities and Apogee Interactive have pioneered an easier more efficient way to deliver accurate and engaging home energy audits. We will give an overview of the application and learn about the user experience in the field.

We’ll discuss:

  • The improved customer experience, greater accuracy, and presentation
  • Increased efficiency of the in-home audit process
  • Expanded customer engagement and understanding of audit results

Adding Relevance to the Customer Experience

Presented September 22, 2016

Our Chief Software Architect, Joel Gilbert, P.E., and his R&D team have been testing ways of getting true customer engagement.

Every survey indicates that most customers simply want to be left alone.  They are only interested in their energy use when they get a high bill or when the lights go out.

How can we get their attention outside of those conditions?

Joel will explain what he calls The Big ADD to the current engagement approach.  When you hear ADD you probably think of Attention Deficit Disorder … which may actually be too close to what customers have for their utility.

Joel redefines ADD to be an “Automated Digital Dialogue” that moves us into an ongoing, relevant, and meaningful customer interaction.

Join us to see the latest and greatest in customer engagement, leaping far beyond offering personalized tips or even mid-cycle bill alerts.

Learn how you can ADD to the customer experience … pun intended!!

Keys to Successful Digital Engagement Strategies with Outbound Communication

Presented July 21, 2016

Join Apogee Interactive and AcceptEmail for a webinar sharing best practices for utility electronic bill presentment and payment. Speakers will explore ways digital engagement at this vital point of purchase can improve customer satisfaction.

During the discussion, attendees will learn how new approaches to outbound communication can reduce calls to the call center, encourage paperless billing, lessen arrears billing, deliver significant cost savings and promote greater customer engagement.

Successful Digital Engagement Strategies

Presented June 30, 2016

Digital marketing is changing the way we interact with customers. How do utilities deliver an excellent customer experience through new web and mobile channels?  Join Apogee’s Karen Morris and Jim Malcom and learn how to improve digital engagement for your utility and why doing so will reduce costs and improve customer satisfaction.

Our agenda includes:

  • The Business Case for Digital
  • Opportunities for Digital Engagement
  • Personalized, Outbound, Proactive Messaging
  • Case Studies and Proven Results

Unlocking the Value of Customer Engagement

Presented June 7, 2016

Learn how to provide an effortless customer experience with a personalized, outbound, and proactive digital engagement platform. Apogee’s Susan Gilbert and Justin West will explain how utilities are increasing program yield and customer satisfaction with the right digital engagement  platform designed for auditors in the field, self-service at home, or for CSRs in the call center.

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