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

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!

Field Audits

Presented August 1, 2017

Are you giving auditors the tools they need to be efficient AND effective? Learn how you can make efficient energy audits easy.Are you giving auditors the tools they need to be efficient AND effective?  Contact us 678-684-6800 for more information. Presentation available upon request.

Energy Forecast

Presented July 25, 2017

Ever wonder how much impact a change in the weather can make on your energy bill? Energy Forecast gives customers the local weather forecast and predicts how much energy you will likely use each day, add in the energy cost per day and you have what we call “Dollarizing the Degrees”. Presentation available upon request. Call 678-684-6801.

Energy Summary Reports

Presented July 18, 2017

Energy Summary Reports are about the fastest way we know to increase customer satisfaction on a grand scale. This 20 minute session will show you just how easy it is to implement this simple method of outreach to your customers. Presentation available upon request.


Energy Alerts

Presented June 22, 2017

You might think energy alerts are old school. Think again. Apogee can show you new ways to incorporate energy alerts into your digital strategy.
Want to learn to think of energy alerts in a new way? Contact us at info@apogee.net or call 678-684-6801.

Presentation available upon request.

Personal Video Messaging

Presented June 20, 2017

By far our most popular offering, Apogee’s Personal Video Messaging has proven time over time to generate improved customer satisfaction and sustained customer engagement. Apogee will show you how to make this strategic tool work for you.

To learn how other utilities are seeing extraordinary success with this method of communication. Contact us at info@apogee.net or call 678-684-6801.

Energy Envoy

Presented June 15, 2017

Advance to more proactive, personalized customer engagement strategies with our customized outbound communications tools. Would you like to review this comprehensive package of energy education and awareness tools?

To learn how to increase customer engagement with proactive outbound communication. Contact us at info@apogee.net or call 678-684-6801.

Presentation available upon request.

Call Center Solutions

Presented June 13, 2017

Would you like to empower your customer service representatives? Apogee will show you intelligent solutions that will give customers accurate answers to their energy concerns and increase first call resolution. When paired with your Energy Advisor and integrated with your customer’s billing history this becomes a powerful communication tool giving consistent answers across multiple channels.

Learn more about this application designed to increase customer satisfaction and give CSRs the tools they need to succeed. Contact us at info@apogee.net or call 678-684-6801

Energy Advisor

Presented June 8, 2017

With Energy Advisor, customers can assess their energy consumption quickly and easily, immediately discovering specific ways to reduce household energy use. Studies show that by leveraging Energy Advisor utilities can expect a five times increase in program participation.

Need more information? Contact us at info@apogee.net or call 678-684-6801.

The Empower Platform

Presented June 6, 2017

Would you like a quick demonstration of The Empower Platform? This dynamic energy analysis platform is makes cost-effective digital engagement possible at the right level for your utility.

Our Energy Advisor and Energy Advisor Enterprise packages can either be integrated with customer billing or leverage near-accurate energy consumption estimates informed by local rates, weather, and typical home profiles.

Proactive Engagement with billing integration, provides further opportunity for customizable customer outreach.

Learn how to Empower your customers through a digital platform that delivers proven results. Need more information? Contact us at info@apogee.net or dial 678-684-6801.

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.

Surgical Demand Response

Presented May 26, 2016

Energy utilities are searching for ways to reduce costs, increase program effectiveness, and improve the customer experience.  Rather than simply hope the right customers find your energy opportunities, target them precisely with outbound invitations to participate in relevant programs or services.  Find homes and businesses for EE and DR that bring immediate value by lowering stress on the distribution network. Or, target homes you feel are good candidates for programs.  This lowers the program costs and improves the results.

Personalization doesn’t get any better than this!

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