Leveraging Behavioral Science for Persistent Customer Engagement Webinar #1: Intro and KCP&L objectives
As more and more utilities fold consumer engagement initiatives into their smart grid rollouts, we have more evidence of how to do it right. One of the keys, it turns out, is to apply behavioral science, as you'll learn in the replays and presentation materials from our June 7, 2012 webinar -- Leveraging Behavioral Science for Persistent Customer Engagement presented with Tendril.
Unlike our previous customer engagement webinar with Duke Energy that focused on paper-based reports, this one addresses advantages and approaches for using the Internet and web portals to interact with consumers.
Featured speakers included:
Â· Gail Allen, Senior Manager of Customer Solutions at Kansas City Power & Light (KCP&L)
Â· Dr. Paul Cole, a psychologist and VP of Consumer Products at Tendril.
The webinar has been split into four segments for ease of replay. Click the Watch the Replay link at the top of this page to watch the first segment during which moderator Jesse Berst introduces the speakers and provides a brief overview, and then Gail Allen describes consumer engagement objectives of her utility's smart grid demonstration project.
Use the links below to watch the remaining three video segments as well as related resources, including the webinar slide deck.
Gail Allen discusses objectives, achievements and pitfalls in the utility's consumer engagement demonstration, which includes smart meters, smart thermostats, a web portal, in-home displays and HANs.
Dr. Cole highlights the many approaches to customer interaction and keys in on the social advantages of the Internet and how it can be utilized to modify behavior.
Dr. Cole discusses results of long-term consumer engagement pilots and answers audience questions on standards, verifying behavior-based energy savings and more.
Webinar slide deck: Leveraging Behavioral Science for Persistent Customer Engagement (pdf)
Previous webinar: Science of Customer Engagement (focused on paper reports)