NOTE: This event has already taken place. See below for recording, event description, and link to download the presentation slides.

“Become a Customer-Focused Organization: Real-World Examples”

If you’ve ever felt frustration because a truly insightful market research report is just sitting, ignored, under a pile of more-pressing papers, this web conference is for you.

Although most utilities collect customer and employee data—surveys, user experience on the website, satisfaction across contact channels, metrics from the call center, and feedback from employees—it’s often fragmented and difficult to quickly access, analyze, report on, or act on. In many cases, utilities have not kept pace with now common practices in other industries to gather, analyze, and act on feedback in real time. As customer expectations continue to rise, the ability to do this is more essential than ever.

We’ll share our experience conducting market research for the energy industry as well as lessons we’ve learned from transforming insights into action. With our partner Qualtrics, we’ll highlight case studies from non-utility companies that demonstrate how leading firms are using research to advance their objectives.

You will learn:

  • Approaches for aligning your research function with your utility’s strategic goals
  • Techniques for using market research to drive action from executives to front-line employees
  • How to successfully bring customer-focused metrics into the operational workflow
  • The benefits of combining multiple data sources into a single analytic framework


Maureen Russolo, Vice President, Strategic Business Development, E Source
Shawn Silzer, Senior Manager, Consulting Solutions, E Source
Brooke Hansen, Corporate Account Manager, Qualitics
Stephanie LaBudde, Technical Sales Engineer, Qualtrics