Full-Circle Customer Engagement - Why, When and How
16 Wednesday, January 16, 2013, 4:00 PM - 5:00 PM EST
The electric power industry has embraced "customer engagement" as a major priority. But there is very little practical, on-the-ground advice on how to achieve better results.
Hear a recording of Jesse Berst, Founding Editor and Chief Analyst of Smart Grid News; Bob Lockhart, Senior Research Analyst at Pike Research; and Ogi Kavazovic, VP of Strategy and Marketing at Opower, as they discussed the growing customer engagement market category and offered advice for building effective programs that drive utility business objectives and increase customer satisfaction. Jesse provided context and offered an overview of trends. Bob presented a white paper that included research on the market opportunity for utility customer engagement. Ogi introduced the four quadrants of the Opower4 customer engagement platform and the reason behind the groundbreaking approach as well as discussed best practices for designing and implementing a best-in-class solution. Our panelists also covered the things that can go wrong or right (the measurable, provable benefits) with customer engagement programs and shared a series of real-life lessons from folks who've been there already. Download the recording to learn:
• The six steps a utility must take to ensure it has a full-circle approach to customer engagement
• The four mistakes utilities make most often
• The four next steps to getting starting
Energy efficiency, smart grid, demand response and marketing executives and program managers will find this webinar recording particularly interesting. Please send along to your colleagues and encourage them to download!
Jesse Berst Smart Grid NewsJesse is an internationally known technology and business analyst. He has authored or co-authored more than a dozen books on technology topics, written hundreds of articles for leading publications and keynoted dozens of business events in the U.S. and abroad. Jesse serves on the Advisory Council of Pacific Northwest National Laboratory and has also advised the U.S. Department of Energy, the GridWise Alliance, the NETL Grid Modernization program, the Gonzaga University Transmission & Distribution Program, the King County Prosperity Partnership, the Portland Business Alliance, and the Premier’s Technology Council in British Columbia, among others. He is a co-founder of the Smart Grid Consumer Collaborative.
Bob Lockhart Pike ResearchBob Lockhart is a senior research analyst contributing to Pike Research’s Smart Utilities practice, with a focus on cyber security markets. Lockhart is a recognized information security industry leader who spent 31 years at EDS, 17 of which were in information security management. Lockhart has extensive leadership experience in the global technology and outsourcing industry, having supported more than 200 multinational clients. His career encompasses support or manufacturing, aerospace, government, financial services, outsourcing, and healthcare industries in both the United States and Europe. Lockhart has served multiple roles including Chief Security Officer, Software Manager, Security Portfolio Executive, Solution Architect, and Data Center Manager. He holds a B.Sc. in mathematics from Loyola Marymount University.
Ogi Kavazovic OpowerOgi Kavazovic is responsible for Opower's corporate marketing and strategy, including our corporate brand, messaging, media relations, and overall marketing approach. He works closely with our sales and product teams to help guide the company's product strategy, competitive positioning, and go-to-market strategy, and promotes Opower's products at industry events and conferences. Prior to joining Opower, Ogi was a management consultant at Katzenbach Partners, where he advised Fortune 500 clients on corporate strategy development, with particular focus on the utility sector and Smart Grid industry. Ogi began his career as a software engineer, developing risk and asset management systems for major financial institutions, such as Goldman Sachs and JP Morgan. Ogi was also one of the lead architects of a "smart field" data management platform for Schlumberger Information Systems. Ogi received his BA and MS degrees in Computer Science from Harvard.