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Journey to Understanding the Customer Experience

with Meridith Nierenberg, Orange and Rockland; Robin Maslowski, Navigant; Michelle Lindsay, Berkshire Hathaway Energy, NV Energy; Lenore Zeuthen, Zeuthen Management Services; and Sharyn Barata, Opinion Dynamics

to be presented Thursday, March 9, 2017; 12:30 - 1:00 p.m. Eastern

Thank you for your interest in this Interest Group Discussion.

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Discussion that delves into the process of customer journey mapping to improve participation in automated demand response programs, and how behavioral demand response can be used improve program results and satisfaction. Learn how NV Energy used a two-day customer journey mapping workshop to create a more consistent experience for SMB ADR customers and hear about about how it produced a comprehensive touchpoint plan for this customer group.

Plan to join PLMA for a dialogue with these industry thought leaders.

Meridith Nierenberg Orange and Rockland and Customer Engagement Co-Chair	Robin Maslowski Navigant and Women in DM Co-Chair	Michelle Lindsay Berkshire Hathaway Energy, NV Energy
Lenore Zeuthen Zeuthen Management Services	Sharyn Barata Opinion Dynamics and Customer Engagement Co-Chair

Who Should Attend. Utility and regulatory staff as well as other energy industry trade allies and organizations seeking thought leadership and insight on innovative demand response methods to meet peak energy load needs, mitigate price, and manage variable generation.

How DR Dialogue Works. When you register, you may submit a comment or question in advance. After brief introductions, the two featured speakers will have an informal 30-minute conversation. You're welcome to use a speaker phone so an unlimited number of people may participate. After the Dialogue, you will receive a recording web link. Unable to participate on this day and time? Register anyway and you will automatically receive the recording link.