Melanie Wemple leads customer journey-mapping workshops for large and small electric and gas utilities, and uses her deep understanding of utility operations to design and implement strategies that enhance customer interactions and improve utility operations. As part of her workshops, she convenes senior leadership to identify and prioritize the gaps between the utility’s current customer experience and what that experience should be. Melanie works closely with clients to design change management and communications plans that are rooted in the organization’s culture to ensure that the agreed-upon strategies can be deployed effectively. Among her recent projects, Melanie has helped major US and Canadian utilities transform the customer outage experience. Her topical expertise also includes electric and gas energy efficiency and demand-response programs.

Before joining E Source, Melanie worked with Standard Renewable Energy, a company focused on lowering consumers’ utility bills through energy-efficiency and renewable technologies. She also helped develop hazard mitigation plans for major universities in the Southeast US. She honed her research capabilities while working at National Geographic and published articles in multiple editions of the magazine. Melanie holds a BA in geography with a minor in environmental studies from the University of North Carolina at Wilmington.

Content by This Author

From Bill to Payment: Improving the Customer Experience

Melanie Wemple
April 2, 2019

For many customers, billing and payment interactions define the customer experience; it can be the only communication a customer has with their utility. Join us for a one-hour web conference to learn how two utilities are redesigning their billing and payment experiences with the help of E Source.

How to Make the Billing and Payment Experience a Positive Customer Touchpoint

Melanie Wemple
March 28, 2019

When designing a better billing and payment experience, whether it's for residential or business customers, it's critical to look at each interaction from the customer's point of view.

Ameren's Outage Experience: Consulting Case Study

Melanie Wemple
March 22, 2018

Learn how E Source Consulting and Advisory Services helped Ameren develop and implement a strategy for unplanned outages. The initiative led to an improved customer outage experience, streamlined operations, and a measurable increase in customer satisfaction.

Swimming Upstream: When DSM Programs Can Benefit from Upstream Incentives

Melanie Wemple
August 19, 2015

Upstream and midstream DSM programs work best when administrators can leverage a smaller per-unit incentive across total sales of an eligible measure. This report outlines when a measure is a good fit for upstream DSM approaches and why administrators should consider these channels.