The low- and moderate-income customer demand-side management journey
online event
<p>NOTE: This event has already taken place. See below for recording and event description. </p>
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<p><a href="https://member.esource.com/system/files/esource-lmi-dsm-study-recap-1-28-2026.pdf">Download the slides | The low- and moderate-income demand-side management journey </a> (PDF) </p>
<p>Many utility customers, especially low- and moderate-income (LMI) customers, struggle to pay their utility bills and increasingly rely on energy assistance. But assistance can be a Band-Aid: it doesn’t solve the root causes of unaffordable energy consumption. These customers can reduce their household energy use and costs through demand-side management (DSM) programs. For example, home energy efficiency and weatherization upgrades reduce energy consumption and costs and address longstanding health, safety, and quality of life issues. But the current customer experience around these program processes can be frustrating, time-consuming, and costly for customers, utilities, and their partners.<br />
From June through December 2025, E Source worked with 16 utilities across the US on a comprehensive study of the LMI customer journey through home weatherization and energy efficiency programs. To improve the LMI customer experience, utilities wanted to better understand how these customers work with utility employees and their partners to learn about and implement DSM upgrades.<br />
This multiclient study—which included customer surveys, customer and stakeholder interviews, and customer journey mapping—produced a wealth of customer and stakeholder insights and actionable recommendations that participants can use to get stronger outcomes for customers, utilities, and their partners in this critical journey.<br />
Join us to learn about this landmark multiclient study, its key findings, and recommendations.<br /><strong>We’ll cover:</strong></p>
<ul><li>Identifying key points in an income-qualified DSM customer journey and common elements of the current customer experience when accessing DSM programs.</li>
<li>Hearing direct feedback from utility customers who enroll in DSM programs.</li>
<li>Creating stronger outcomes for customers, utilities, agency partners, third-party program implementers, and contractors.</li>
<li>Informing utility teams with a shared vision for the customer journey and preparing an improvement roadmap.</li>
</ul><p><strong>Speakers:</strong> <a href="/ben-nathan">Ben Nathan</a>, Director, Affordability and Equity, E Source <a href="/bio/jamie-wimberly">Jamie Wimberly</a>, Senior Vice President, Utility Customer Strategy, E Source <a href="/authors/rachel-cooper">Rachel Cooper</a>, Senior Director, Market Research, E Source</p>
<p>Questions about this event? <a href="/contact-events?subject=Low- and moderate-income customer demand-side management journey" data-replace-exclude="true">Send us a message.</a></p>
<p>wistia-player[media-id='vwoxufucxx']:not(:defined) { background: center / contain no-repeat url('https://fast.wistia.com/embed/medias/vwoxufucxx/swatch'); display: block; filter: blur(5px); padding-top:66.67%; } </p>
<p><a href="https://member.esource.com/system/files/esource-lmi-dsm-study-recap-1-28-2026.pdf">Download the slides | The low- and moderate-income demand-side management journey </a> (PDF) </p>
<p>Many utility customers, especially low- and moderate-income (LMI) customers, struggle to pay their utility bills and increasingly rely on energy assistance. But assistance can be a Band-Aid: it doesn’t solve the root causes of unaffordable energy consumption. These customers can reduce their household energy use and costs through demand-side management (DSM) programs. For example, home energy efficiency and weatherization upgrades reduce energy consumption and costs and address longstanding health, safety, and quality of life issues. But the current customer experience around these program processes can be frustrating, time-consuming, and costly for customers, utilities, and their partners.<br />
From June through December 2025, E Source worked with 16 utilities across the US on a comprehensive study of the LMI customer journey through home weatherization and energy efficiency programs. To improve the LMI customer experience, utilities wanted to better understand how these customers work with utility employees and their partners to learn about and implement DSM upgrades.<br />
This multiclient study—which included customer surveys, customer and stakeholder interviews, and customer journey mapping—produced a wealth of customer and stakeholder insights and actionable recommendations that participants can use to get stronger outcomes for customers, utilities, and their partners in this critical journey.<br />
Join us to learn about this landmark multiclient study, its key findings, and recommendations.<br /><strong>We’ll cover:</strong></p>
<ul><li>Identifying key points in an income-qualified DSM customer journey and common elements of the current customer experience when accessing DSM programs.</li>
<li>Hearing direct feedback from utility customers who enroll in DSM programs.</li>
<li>Creating stronger outcomes for customers, utilities, agency partners, third-party program implementers, and contractors.</li>
<li>Informing utility teams with a shared vision for the customer journey and preparing an improvement roadmap.</li>
</ul><p><strong>Speakers:</strong> <a href="/ben-nathan">Ben Nathan</a>, Director, Affordability and Equity, E Source <a href="/bio/jamie-wimberly">Jamie Wimberly</a>, Senior Vice President, Utility Customer Strategy, E Source <a href="/authors/rachel-cooper">Rachel Cooper</a>, Senior Director, Market Research, E Source</p>
<p>Questions about this event? <a href="/contact-events?subject=Low- and moderate-income customer demand-side management journey" data-replace-exclude="true">Send us a message.</a></p>