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B. Interest Groups: Customer Engagement


Andrea Simmonsen, Idaho Power

Andrea Simmonsen
Idaho Power

Meridith Nierenberg, Orange and Rockland Utilities

Meridith Nierenberg
Orange and Rockland Utilities

 Sharyn Barata, Opinion Dynamics

Sharyn Barata
Opinion Dynamics

The PLMA Customer Engagement Interest Group will address key areas of customer engagement for demand response programs. The group will focus primarily on the best practices to connect with customers (residential, commercial/industrial, and irrigation) and educate on offerings, whether technology-based, behavior change, dynamic rates, etc. This includes verbiage, techniques, communication vehicles, and other elements as appropriate, to take communication to a higher level where it becomes a two-way interaction. Specifically, the group will focus on the following key areas:

  • Customer experience;
  • Customer journey;
  • Mass personalization;
  • Personas;
  • Holistic approaches;
  • Targeted messaging; and
  • Customer satisfaction.


This new Customer Engagement Interest Group will produce DR Dialogues and pre-conference workshops, attracting papers and presentations from utilities, trade allies, and consultants actively involved in the DR issues described above. The three founding co-chairs will be Andrea Simmonsen, Idaho Power; Meridith Nierenberg, Orange and Rockland; and Sharyn Barata, Opinion Dynamics.

We will actively solicit papers from current and prospective new PLMA members, as we believe this topic will open up new interest from multiple utilities engaged in or increasing demand response and demand management programs as well as from organizations moving into DR.

Upcoming Activities

Customer Engagement Interest Group Meeting

Adjacent to the 35th PLMA Conference, Nashville, Tennessee, April 3-5, 2017.  CLICK HERE to see the agenda.


Archive Activities

Founding Meeting, November 7, 2016
Delray Beach, Florida

The Group had its initial kickoff meeting during the pre-conference interest group meetings at the 34th PLMA Conference. 

Founding Group Members

  • Andrea Simmonsen – Idaho Power (Co-chair)
  • Meridith Nierenberg – Orange and Rockland (Co-chair)
  • Sharyn Barata – Opinion Dynamics (Co-chair)
  • Joel Gilbert, Apogee
  • Saffiyah Khan, CLEAResult
  • Joe Childs, Eaton
  • Ameer Bishay, ICF
  • Robin Link, ICF
  • Heather Manypenny, New Hampshire Electric Coop
  • Olivia Patterson, Opinion Dynamics
  • Wendy Brummer, Pacific Gas and Electric Company
  • Jane Peters, Research into Action
  • Steven Montgomery, SafePlug
  • Dave Hyland, Schneider Electric
  • Jenny Roehm, Schneider Electric
  • Joel Schofield, Threshold

Group Feed
Cindy Berry, Austin Energy joined the group Group: Customer Engagement.
Posted Friday, February 24, 2017
Aydin Sofla, Learas joined the group Group: Customer Engagement.
Posted Friday, December 23, 2016
Tiger Adolf, PLMA joined the group Group: Customer Engagement.
Posted Wednesday, December 14, 2016
Ed Thomas, PLMA joined the group Group: Customer Engagement.
Posted Tuesday, November 22, 2016
Kristin Dupre joined the group Group: Customer Engagement.
Posted Monday, November 21, 2016
 More »

Upcoming Events
35th PLMA Conference
Monday, April 3, 2017
ULME Spring 2017 Meeting
Wednesday, April 5, 2017
36th PLMA Conference
Monday, November 13, 2017


more Calendar

4/3/2017 » 4/5/2017
35th PLMA Conference

4/5/2017 » 4/6/2017
ULME Spring 2017 Meeting

[partner] Calif. EE Council's Spring Symposium


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