Presented June 4, 2020
We can all see the storm clouds gathering. Like many other industries, energy providers are facing a crisis, customers have been sheltered-in-place at home and will incur higher bills from using more energy. In addition, summer heat will drive up the already higher bills. Many customers have lost their jobs and all or part of their income. This combination is likely to lower customer satisfaction in general plus cause them to delay bill payment or seek help.
Join Joel and Susan Gilbert for a one-hour session to discuss some solutions that have proven effective for utilities now facing this perfect storm.
What are your options? Your company has a choice: be proactive and supportive showing customers you understand their situations and are there to help. Or, by your silence, you will be perceived as cold and without compassion.
This timely webinar will feature 5 highly cost-effective techniques any utility can deploy now to lessen the blow these inevitable forces will inflict:
Presented May 12, 2020
The COVID-19 pandemic is significantly impacting the utility industry and customers nationwide. There are many concerns about finances, the ability to pay bills, increases in energy consumption, and essential resources needed for support. Join Apogee Interactive and GreatBlue Research for a one-hour event where we will present data, findings, and solutions that are helping utilities and customers cope during this unprecedented time.
GreatBlue’s latest research will help you understand the thoughts and opinions of customers. In addition, Apogee will showcase actionable steps utilities are taking to proactively engage customers during the COVID-19 crisis.
Our agenda includes:
Presented April 28, 2020
Artificial Intelligence (AI) is a hot topic these days, back in vogue after two decades in the shadows. Many experts and industry analysts believe that AI or “machine learning” is the future,but look around, it’s here today. We are all the beneficiaries of various forms of AI: Siri’s voice recognition, Alexa’s notifications, navigational aids, and face recognition to name just a few.
AI is not limited to just IT or the technology industry. It is used extensively in areas such as medicine, business, education, law, and manufacturing. Granted, the technology is still in the “early adoption phase.” But, more and more companies are investing resources in machine learning, suggesting a robust growth in AI products and apps to come.
So, where is all this technology benefiting energy companies? Can these methods “see patterns” in smart grid data that can be used to benefit both the utility and customer? When is that possible and when is it not? Under what circumstances can we have confidence in the results and when might uncertainty be too great? AMI clearly provides more granularity than monthly bills, but what is the best data source for personalized communications to consumers, and how can AI bring value to the messaging?
Register for our webinar and learn the answers to these questions and more.
Presented April 16, 2020
Perhaps it is a sign of the times. Right now, with social distancing and fears of contagion, people don’t want strangers in their homes. Add to that health and safety risks from people driving to the site, climbing through hot attics, and possibly crashing through ceilings.
The clencher in the demise of field audits may well be cost-effectiveness. Considering the “all-in” cost of an onsite energy audit including scheduling, travel, labor, overhead, equipment, report preparation and delivery, field energy audits typically costs $150 to $300 and higher if travel to the site and any blower door or duct blaster equipment is involved.
The smart home is also accelerating the shift away from field audits. Here advances in technology and new communication channels have made alternatives to onsite audits far superior and more insightful in delivering results, slashing costs, and delighting customers.
So, where are we in all this? Set aside an hour to listen to Susan and Joel Gilbert review the history of the field audit process, the best practices in the old model, and how modern energy utilities offer customers the ability to perform an online self-help audit. Hear how some utilities are using phone reps assist customers to complete questions they would otherwise have trouble answering.
Our industry is evolving. Like the dodo birds, field energy audits may be headed for extinction, but utilities helping customers make wise energy decisions will never go out of vogue. Join us for a one-hour fun look back at how we got here and an intriguing view into what is to come.
Presented March 31, 2020
In year’s past, segmentation has been the standard practice marketers used to help companies predict behavior and match customer’s needs. Today, in the digital age, using data to provide a relevant and personalized customer experience is easy, effective, and expected by customers. Join Apogee Interactive and Milepost Consulting for a one-hour session where you will learn how utilities are using personalization and digital engagement techniques to change behavior, encourage program participation, and launch successful initiatives like rate adoption, electrification, and other critical issues at hand.
We will discuss:
Luke Gebhard, Sr. Project Manager, Milepost Consulting
Elizabeth Burroughs, Engagement Manager, Apogee Interactive
Kate Panaousis, Marketing Analyst, Apogee Interactive
Presented February 20, 2020
Today’s customers are driving the need for businesses to engage with new technologies. Utilities are being evaluated based on how they leverage these technologies. Utilities that ignore this fact will miss opportunities to reduce costs, increase revenue, and secure the customer relationship. Join Apogee’s Karen Morris and Brenda Guthrie for a look at emerging trends in digital technology and strategies that you can use to make building personal and engaging relationships with your customers easier and more profitable.
Our agenda includes:
• Emerging Trends in Technology
• Driving Program Success
• Effective Communication Strategies
Presented January 30, 2020
Join Apogee’s Stephanie Knight and Jordan Reeves along with special guest Michael Vigeant, CEO, GreatBlue Research, as we explore how utilities can use customer feedback and data to drive proactive, personalized communications strategies designed to improve customer engagement.
Our agenda will highlight topics including:
The presenters will prove the importance of adopting innovative technologies while guided by data analysis to keep pace with current trends and the evolving demands of customer’s expectations.
Presented November 14, 2019
The next generation of EE, DR and iDER portfolios of programs is facing increasing challenges in meeting cost-effectiveness criteria. These challenges stem from declining avoided costs and limits on the savings from recent program mainstays, i.e., lighting programs, home and small business energy reports, and smart thermostats. Now, new cost-effectiveness issues involve benefit streams from integrated/stacked programs, locational avoided-costs, and benefits not now fully captured, e.g., resiliency and hedge benefits.
The next generation of programs will need new designs and rationales to meet cost-effectiveness criteria, and the very way cost-effectiveness is analyzed will undergo substantive changes.
This webinar addresses needed changes going forward, both in the regulatory setting and in program design, as well as how current changes in best practice cost-effectiveness assessment can address critical near-term issues.
The speakers include experts in evaluation and regulatory issues, a utility DER planner, and a next generation program designer.
Dan Violette is a recognized industry leader in the areas of demand-side management and distributed energy resources. He has led integrated supply-side/demand-side resource planning assignments for utilities and collaborative processes. Dr. Violette has managed projects on innovative pricing, customer end-use technologies, monitoring and verification for demand-side activities, and he has provided regulatory support on these topics including testimony in over a dozen jurisdictions in the U.S. and Canada.
Dr. Violette served three elected terms as the Chair of the Association of Energy Services Professionals (AESP), two terms as the Vice Chair of the Peak Load Management Alliance (PLMA), and was a member of the DER Advisory Council at the Smart Electric Power Alliance (SEPA). He received the 2019 Lifetime Achievement Award from the International Energy Program Evaluation Conference (IEPEC), and the 2018 “Industry Leader” award from Association of Energy Services Professionals (AESP). He has over 100 papers in journals, books, and conference proceedings and has been a keynote speaker at industry events.
Dr. Violette was a founder and CEO of Summit Blue Consulting prior to its acquisition by Navigant Consulting. After the acquisition, he served as a Managing Director in Navigant’s Energy Practice for 10 years. He received his Ph.D. in economics from the University of Colorado where he was awarded honors in the fields of econometrics and industrial organization.
Michael Goldman, Director, Energy Efficiency – Regulatory, Planning, & Evaluation, Eversource
Michael Goldman is a Director on the Energy Efficiency team for Eversource Energy, the largest energy delivery company in New England. At Eversource, Mr. Goldman has two main responsibilities – his team of research analysts is responsible for overseeing all energy efficiency evaluation, measurement, and verification activities. He is also responsible for the development of behind the meter peak load mitigation programs, from program conception to execution. Prior to his role at Eversource, Michael worked as a strategy and operations consultant in Deloitte Consulting’s energy and resource practice area. He received a BA from the University of Wisconsin-Madison and an MA in economics and energy policy from the Johns Hopkins University.
Susan Gilbert, CEO – Apogee Interactive, Inc.
Susan Gilbert is Chief Executive Officer and Co-Founder of APOGEE Interactive, Inc. Apogee provides the energy industry’s most comprehensive and well-established customer engagement platform and omnichannel personalized messaging service. Through her leadership, Apogee has honed its wide-ranging applications to achieve undisputed analytical superiority, extraordinary innovation, and performance excellence. Susan leads the company’s marketing and strategic direction helping hundreds of North American utilities cost-effectively achieve project goals. She earned her Bachelor of Science in physics, and her MS in curriculum and instruction, at the University of Kentucky.
Presented November 7, 2019
Join Apogee’s Marketing Analyst, Kate Panaousis, and Marketing Manager, Karen Morris for this one hour webinar where will give an overview of the latest technology in digital communications and share what is working among Apogee’s more than 600 utility clients.
Our Agenda Includes:
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.
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:
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!
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:
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?
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:
This is an event you won’t want to miss.
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!
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.
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:
Apogee will also offer strategies, solutions, and examples drawn from our 25 years of experience in the energy industry.
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:
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.
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.
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.
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:
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:
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.
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?
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:
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:
Learn how you can meet your goals and make a difference in your community!
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:
Presented April 11, 2017
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:
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.
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.
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!!
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.
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:
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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