E Source Blog
Welcome to the E Source Blog! Our staff will share insights and observations about life at E Source, our events, our research, and other fun stuff.
Microgrids, rooftop solar, the Internet of Things, big data, batteries, net-zero-energy buildings, and electric vehicles. These are some of the technological advancements and trends challenging the organization and business model of contemporary utilities. Demand-side management (DSM) and emerging technology departments are especially feeling the heat. To learn how these groups are adapting, we interviewed eight industry leaders and published the results in a recent E Source report. We’ll talk about our insights and get some of yours in an upcoming web conference. Read on to learn more about our discoveries and to register for the call.
At the October 2015 Behavior, Energy and Climate Change Conference (BECC) in Sacramento, the most engaging and enlightening session I attended was around behavior change in the US Navy and Marines—not the organizations you typically associate with behavior-change programs. Dozens of energy-minded professionals got the rundown on the importance of behavior change within these organizations. Who knew it’d be non-energy benefits that would motivate US soldiers to change their energy habits?
The omnichannel experience is the pinnacle customer experience, where channels are seamlessly integrated from the customer’s perspective. Industries outside of the utility sector—like fast food—are making headway into an omnichannel experience. How can utilities get there? Let’s dig in to Taco Bell’s new digital experience, which offers a framework for a great omnichannel experience. Read más …
The weather is getting colder and utility scammers are coming out of the woodwork. In the past couple of weeks we’ve seen a noticeable uptick in scam warnings from utilities across the US and Canada. Utilities are using a range of channels to combat these scammers, from traditional approaches like their call centers and bill inserts, to news releases and websites. Increasingly, however, they’re also tapping social networks to educate customers and enlist their help to spread the word throughout their communities. Take a look at some of the scam-warning Facebook posts we’ve seen recently.
The final Clean Power Plan is posted in the Federal Register. It’s now essential that utilities accelerate their activities around participation in statewide forums and act quickly and clearly to emphasize the benefits that energy efficiency and demand response bring to a utility’s resource mix. There’s no better time to convene a group of utility leaders to discuss their states’ approaches. Join us for a Leaders Group Call to hear from experts and share your own utility’s plan.
E Source recently released DSM Achievements and Expenditures 2014, our fifth benchmark highlighting key industry trends in utility demand-side management (DSM) program performance across North America. With actual 2014 DSM results from 55 electric and natural gas utilities, the report shows that most utilities are exceeding their overall energy-savings goals without commensurate spending increases. Read on to learn more about the study and its findings.
When the pope speaks, people listen. But will they take action? In September, Pope Francis told Americans that climate change is real and humans are causing it. Then, Chinese President Xi announced that his country was limiting carbon emissions and adopting renewable energy sources. Finally, RE100, a collection of businesses committed to reducing its carbon footprint, brought Unilever and Goldman Sachs into its community. Will this trinity of events lead to change in US energy policy?
We love advising utilities on exciting new technologies and ways that consumers can reduce energy usage, but it’s even better when we can implement our own recommendations. Three years ago, Jay Stein, E Source fellow, spearheaded a campaign to install electric vehicle (EV) charging stations at the E Source main office in Boulder, Colorado. We, like many other employers around the country, were looking for ways to encourage EV adoption with our employees and make our workplace greener.
Today is CX Day, a global celebration of the companies and professionals who create great experiences for their customers. As CEO of E Source, I see CX Day as an opportunity to reflect on the people who make my job so rewarding—our customers. At E Source, it’s our job to get ahead of the curve on behalf of our customers so they can get ahead of the curve on behalf of theirs. We want to help our customers better engage in a dynamic and ever-changing industry. At the intersection of distributed energy, demand-side management, and customer experience (CX), we see an opportunity to positively transform the relationships that utilities have with their customers. And we want to be there to make sure that transformation is a smashing success—both for our customers and for their customers.
When it comes to designing your website, putting your customers’ goals ahead of the organization’s is a best practice that can pay off in spades. One of the ways to ensure that your utility develops a website that customers will use is to recruit a few of them to perform a task analysis. A hospital asked some reviewers to click around on its website to learn how they used and interacted with it. Using their feedback, the hospital revamped its site and saw measurable success. Read more about this real-life case study in customer-focused web design.